Manager, Configuration Management and CMDB

Western Union; Hyderabad; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

Western Union is seeking a Manager to own and advance the Configuration Management practice, including policy, standard implementation, and evidence for assurance activities. You will translate strategy into tactical plans and drive adoption across technology and product teams, partners, and delivery groups.

You will lead CMDB governance, discovery, and service mapping, interfacing with ITAM, security, cloud, and platforms teams to ensure data quality and effective service management.

Qualifications

• Experience leading Configuration Management programs across policy and standards.
• Proven ability to govern CMDB, Discovery, and Service Mapping in ServiceNow.
• Strong collaboration with cross-functional teams including ITAM, Security, and Cloud.
• Experience with audits, compliance, and evidence collection for assurance.

Responsibilities

• Own CM process, policies, procedures, and governance.
• Translate strategy into actionable plans and measurable outcomes.
• Lead the CMDB, Discovery, and Service Mapping operations.
• Partner with multiple teams to ensure data quality and service visibility.
• Define CSFs, KPIs and management reporting.

Job description

• As the Manager responsible for the Configuration Management practice, you will own the Configuration Management process and supporting documentation, including policy and standard implementation, procedures, operating controls, RACI, CI ownership, exception management, and evidence required for internal and external assurance activities.
• You will translate the Configuration Management strategy into tactical plans, priorities, and measurable outcomes, ensuring consistent adoption across technology teams, product teams, service owners, support groups, and delivery partners.
• You will report to the Senior Manager, Configuration Management and IT Asset Management (ITAM) and will lead the day-to-day execution and continuous improvement of the practice across policy, standards, processes, governance, people, data, and technology.
• You will lead and develop a team responsible for CMDB governance and operations, Discovery, Service Mapping, configuration data quality, reporting, and operational support. You will establish clear roles, accountabilities, work practices, and performance expectations.
• You will govern the enterprise CMDB as an authoritative technology system of record, defining CI scope, classes, attributes, relationships, lifecycle requirements, naming standards, ownership, and approved data sources in alignment with the Common Service Data Model (CSDM).
• You will improve CMDB health by establishing controls and remediation routines for completeness, correctness, compliance, duplicates, stale records, lifecycle status, ownership gaps, orphan records, and missing or inaccurate relationships.
• You will oversee ServiceNow Discovery and MID Server operations, including coverage, schedules, credentials, connectivity, error remediation, platform health, data freshness, identification rules, reconciliation rules, and onboarding of new infrastructure and cloud environments.
• You will lead Service Mapping capabilities that connect business applications and services to supporting infrastructure, enabling dependency visibility, operational impact analysis, risk assessment, incident response, change planning, resilience, and auditability.
• You will partner with application, infrastructure, cloud, cybersecurity, architecture, IT Asset Management, Change Enablement, Incident, Problem, Availability, and ServiceNow platform teams to ensure configuration data supports end-to-end service management outcomes.
• You will establish CI certification and attestation routines with technical owners and support groups and drive timely remediation of discrepancies, missing relationships, lifecycle inconsistencies, and discovery gaps.
• You will define Critical Success Factors, Key Performance Indicators, control measures, dashboards, and management reporting for the practice. You will present performance, risks, decisions, and improvement recommendations through regular management reviews and governance forums.
• You will manage practice risks, issues, dependencies, audit findings, and remediation plans, escalating material concerns to the Senior Manager and technology leadership with clear options and recommendations.
• You will govern managed service and vendor delivery for in-scope Configuration Management activities, ensuring that contractual commitments, service levels, process controls, documentation, and quality standards are met.
• You will maintain a prioritized improvement roadmap that increases automation, expands discovery and service coverage, reduces manual effort, improves data trust, and strengthens integration between CMDB, ITAM, security, monitoring, vulnerability, cloud, and other authoritative data sources.
• You will support organizational change, training, communications, and stakeholder adoption so that CI owners and support teams understand and consistently perform their Configuration Management responsibilities.