ITSM Service and Configuration Manager

Planet; United Kingdom; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading technology company in the UK is looking for a detail-oriented ITSM Service & Configuration Manager to lead configuration management and governance across its technology services. The successful candidate will ensure proper tracking and maintenance of Configuration Items, support incident management, and work in a regulated financial environment. The ideal applicant will hold a relevant degree and possess over 8 years of IT Service Management experience with a strong grasp of ITIL best practices. This role supports a hybrid work model.

Benefits

Hybrid work model

Equal opportunity employer with a focus on diversity

Qualifications

• 8+ years of experience in IT Service Management with focus on Configuration Management.
• Strong understanding of ITIL processes and ITIL Foundation certification.
• Experience in a regulated financial services environment.

Responsibilities

• Own and govern the Configuration Management process and policies.
• Maintain the CMDB ensuring accurate tracking of Configuration Items.
• Support major incident response and root cause investigations.

Skills

Attention to detail

Process management

Analytical thinking

Collaboration

Education

Bachelor's degree in Information Technology or related field

Tools

ServiceNow

BMC Remedy

Job description

About Us:

Planet is a leading technology company transforming payments by putting customer experience first. We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide.

In recent years, we have experienced significant growth, expanding our services and global presence.

With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions.

Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.

Role Overview:

We are seeking a highly organized and detail-driven ITSM Service & Configuration Manager to lead the management and governance of IT services and the Configuration Management Database (CMDB) across our enterprise technology estate. In this role, you will ensure that all Configuration Items (CIs), service mappings, and relationships are accurately maintained, enabling effective incident resolution, change control, risk mitigation, and audit compliance.

Operating within a financial services environment, this position is critical to supporting operational resilience, service transparency, and ITSM process maturity aligned with the ITIL framework. You will collaborate with infrastructure, application, risk, security, and service owners to drive configuration integrity and service visibility.

Key Responsibilities:

Service & Configuration Management Ownership:

• Own and govern the Configuration Management process and associated policies and controls in line with ITIL v4 best practices.

• Maintain the CMDB (e.g., in ServiceNow), ensuring accurate and up-to-date tracking of Configuration Items (CIs), including applications, infrastructure, services, and relationships.

• Collaborate with service owners to develop and maintain service models and maps that reflect real-time architecture and dependencies.

• Support major incident response and root cause investigations by ensuring rapid access to accurate configuration and impact data.

Service Management Integration:

• Ensure the CMDB underpins and supports core ITSM processes: Incident, Problem, Change, Asset, and Release Management.

• Work closely with Change Management to ensure that all changes are appropriately reflected in the CMDB and assessed for configuration impact.

• Lead CMDB audits and reconciliation activities, including automated discovery validation, data quality reviews, and reporting.

Governance, Risk & Compliance:

• Ensure Configuration Management practices are aligned with internal risk and compliance controls, as well as external regulatory frameworks (e.g., PCI DSS, DORA, ACPR, GDPR).

• Produce and maintain documentation for policy, process, governance, and evidence to support audits and operational risk reviews.

• Drive adoption and usage of CMDB across technology and business stakeholders to enhance service insight and control.

Continuous Improvement & Reporting:

• Define and track KPIs, CI health scores, and data completeness to improve CMDB accuracy and usage.

• Lead regular CMDB governance forums with stakeholders to review data quality, service mapping progress, and audit readiness.

• Identify automation opportunities and work with tool teams to integrate discovery tools, CI automation, and orchestration platforms (e.g., ServiceNow Discovery, SCCM, Qualys, AWS Config).

Required Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.

• 8+ years of experience in IT Service Management, with at least 2 years focused on Configuration and/or Service Management.

• Strong understanding of ITIL processes (v3 or v4); ITIL Foundation required, Managing Professional or Intermediate preferred.

• Experience working in a regulated financial services environment (e.g., banking, capital markets, fintech).

• Hands-on experience with CMDB and ITSM platforms (e.g., ServiceNow, BMC Remedy).

• Strong understanding of IT infrastructure, cloud platforms (AWS, Azure), and enterprise applications.

Preferred Qualifications:

• ServiceNow CMDB Administrator or Discovery certification

• Experience integrating data from asset management, discovery, or cloud inventory tools

• Familiarity with architecture modeling or enterprise service design (e.g., using Visio, Lucidchart, or Service Mapping tools)

• Knowledge of security or vulnerability configuration tracking (e.g., CMDB use in GRC or SecOps)

Key Competencies:

• Attention to detail and data governance discipline

• Strong documentation and process management skills

• Risk- and audit-aware mindset

• Collaboration across technical and business domains

• Ability to manage complex relationships and service models

• Analytical thinking and continuous improvement

Why Planet :

Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.

Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce. We would love to hear from you – Apply now.

At Planet, we embrace a hybrid work model, with three days a week in the office.

Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.