ITSM Data Quality & Governance Lead

Burberry; Ledston; On-site; GBP 65,000 - 90,000; Full time

Job summary

Burberry is seeking an ITSM Data Quality Manager to own and maintain the data quality framework across Burberry and its service partners. The role ensures data is accurate, complete, consistent, owned and trusted to improve the colleague service experience by reducing friction and enabling effective service management, self-service and automation.

You will embed data quality requirements into ITSM processes, assess data quality, identify root causes and drive remediation while collaborating with

Qualifications

• Experience in data quality, governance, analysis and remediation within a technology or service environment.
• Strong analytical skills to identify root causes and drive sustainable improvements.
• Experience using data quality measures, exception reporting and scorecards to drive action.
• Experience using service data, user feedback and journey analysis to identify friction and define measurable improvements to operational service engagement.
• Strong stakeholder and supplier management with the ability to establish ownership and accountability.
• Working knowledge of ITSM/ITIL processes; knowledge of CMDB, asset or configuration data is desirable.

Responsibilities

• Own and maintain the ITSM data quality framework, standards, controls, ownership model and improvement roadmap.
• Define and govern quality and lifecycle standards for core ITSM and knowledge data.
• Assess data quality, identify root causes and prioritise remediation for gaps, duplication, aged records and ownership issues.
• Ensure internal teams and service partners fulfil agreed data ownership, stewardship and remediation responsibilities.
• Embed data quality requirements into ITSM processes, service transitions, supplier transitions and operational acceptance.
• Use ITSM data and operational insight to define and measure service experience improvements that reduce user effort, avoidable contact, misrouting and repeat interactions, working with service, process and platform owners to agree delivery.
• Assure CMDB, asset and configuration data quality with the IT Asset & Configuration Manager, and support reliable SIAM reporting through trusted source data.
• Report data quality health, risks, remediation progress and priorities through relevant governance forums.

Skills

Data quality governance

Data analysis

Remediation tracking

Stakeholder management

ITSM knowledge

Process improvement

Job description

Burberry is seeking an ITSM Data Quality Manager to own and maintain the data quality framework across Burberry and its service partners. The role ensures data is accurate, complete, consistent, owned and trusted to improve the colleague service experience by reducing friction and enabling effective service management, self-service and automation.

You will embed data quality requirements into ITSM processes, assess data quality, identify root causes and drive remediation while collaborating with