Senior Manager, ServiceNow CMDB and Analytics

Ahold Delhaize USA; Quincy (MA); On-site; USD 120,960 - 181,440; Full time

Job summary

Ahold Delhaize USA is seeking a Senior Manager, CMDB and Data Analytics to lead the strategic direction and governance of the ServiceNow CMDB and enterprise analytics. You will partner with platform engineering, enterprise architecture, and business stakeholders to deliver trusted data and actionable insights through dashboards and reporting.

This role requires strong leadership, 10+ years in technology, hands-on ServiceNow experience, and the ability to manage budgets, vendors, and

Qualifications

• 10+ years of progressive technology experience with a track record of delivering operational outcomes.
• 8+ years in configuration management, data governance, ServiceNow or IT Operations.
• 3+ years of direct or indirect people leadership experience.
• 3+ years supervising CMDB, CSDM, Discovery, Service Mapping and governance.
• Bachelor's degree in CS/Engineering or equivalent experience.
• Strong financial and operational acumen including budget management.
• Ability to influence across teams and communicate effectively.
• Experience with CMDB governance and ITIL/ITSM principles.
• Hands-on with ServiceNow Performance Analytics, dashboards, and reporting.

Responsibilities

• Define CMDB strategy, roadmap, and maturity plan.
• Establish governance for CMDB and CSDM adoption.
• Set data ownership and accountability across teams.
• Monitor KPIs: CMDB health, CI completeness, accuracy, and compliance.
• Collaborate with Product, Engineering, Infrastructure, Asset, Security, ITSM.
• Lead CMDB admins, data/analytics specialists, governance staff.
• Identify opportunities to automate reporting and data quality.
• Ensure processes, governance, controls and security-first practices.
• Manage budgets, vendors, staffing, and resource plans.
• Translate business needs into insights; act as escalation point for CMDB issues.
• Establish ServiceNow analytics strategy and executive dashboards.
• Develop executive KPI reporting for platform performance.

Skills

CMDB

ServiceNow

Data Governance

Leadership

Stakeholder Collaboration

Analytics & Dashboards

ITIL/ITSM

Budget Management

Cross-Functional Communication

Data Quality

Education

Bachelor's degree in Computer Science or Engineering

Tools

ServiceNow

Discovery

Service Mapping

CSDM

Performance Analytics

Job description

Category/Area of Expertise: IT & Technology

Job Requisition: 509559

Address: USA-MA-Quincy-1385 Hancock Street

Store Code: Service Delivery Process Controls (5177082)

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Our associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

Applicants must be currently authorized to work in the United States on a full-time basis.

Primary Purpose

The Senior Manager, CMDB and Data Analytics is responsible for the strategic direction, governance, operational excellence, and continuous improvement of the ServiceNow Configuration Management Database (CMDB) and enterprise platform analytics capabilities. This role leads a CMDB team to ensure the integrity, accuracy, and usability of ServiceNow data that supports service delivery operations and business decision‑making. The successful candidate will partner closely with platform engineering, enterprise architecture, service owners, application owners, infrastructure teams, cybersecurity, and business stakeholders to establish and maintain a trusted source of operational data while delivering actionable insights through reporting, dashboards, and analytics. Our flexible/hybrid work schedule includes 3 in‑person days at one of our core locations and 2 remote days. The core office locations for this position are Salisbury, NC, Chicago, IL and Quincy, MA.

Duties & Responsibilities

• Define and execute the CMDB strategy, roadmap, and maturity plan aligned with ServiceNow platform objectives.
• Establish governance processes, standards, and controls for configuration management and Common Service Data Model (CSDM) adoption.
• Establish data ownership and accountability models across business and technology teams that will be incorporated into a configuration management plan, data certification programs, policies for CI lifecycle management, and audit and governance reviews.
• Monitor and manage operational KPIs including CMDB Health, CI completeness, correctness, compliance, and relationship integrity identifying trends and driving improvements in team execution.
• Collaborate cross‑functionally with Product, Engineering, Infrastructure, Asset, Security and ITSM teams to ensure data, relationships, and reporting are available to enable service management and operational excellence.
• Lead, coach, and develop a team of CMDB administrators and analysts, data and analytics specialists, and governance specialists.
• Identify and recommend opportunities to automate reporting and data quality management activities.
• Establish and ensure compliance with process standards, governance requirements, operational controls, and security‑first practices across all support activities.
• Manage budgets, vendor relationships, staffing models, and resource planning in support of goals and performance commitments.
• Act as a trusted operational partner to leadership by translating business use cases and ServiceNow capabilities into clear insights and improvement actions, serving as primary escalation point for CMDB governance and analytics‑related issues/requests.
• Establish a ServiceNow analytics strategy that provides meaningful insights into platform usage, service performance, operational health, and business outcomes.
• Develop executive dashboards and KPI reporting for platform performance and service management processes.

Qualifications

• 10+ years of progressive technology experience with a demonstrated track record of delivering operational outcomes
• 8+ years in configuration management, data governance, ServiceNow experience or IT Operations
• 3+ years of direct or indirect people leadership experience, including coaching, onboarding, and performance management
• 3+ years supervising technical teams or managing ServiceNow CMDB, CSDM, Discovery, Service Mapping, and governance practices
• Bachelor's degree in Computer Science, Engineering, or a related field, and/or equivalent practical experience
• Strong financial and operational acumen, including budget management, problem solving, and decision making
• Ability to influence and collaborate across teams, with strong presentation, written, and verbal communication skills
• Proven ability to lead execution on complex initiatives and drive results in fast‑paced environments
• Strong leadership and team‑building capabilities, including talent development, coaching, and succession planning
• Ability to translate business needs into practical technology support solutions
• Experience ensuring compliance with technology governance, risk management, and operational controls
• Strong data governance, data quality, and data management expertise
• Hands‑on experience with ServiceNow Performance Analytics, dashboards, and reporting solutions.
• Working knowledge of ITIL/ITSM principles, IT Operations, and enterprise support tools

Preferred Qualifications

• Master's degree in a relevant discipline
• Advanced leadership or operational certifications (e.g., ITIL Intermediate/Expert, Six Sigma)
• Experience supporting or partnering with enterprise architecture, cloud, or cybersecurity teams
• Background supporting large‑scale digital or technology transformation initiatives
• Experience working in retail, supply chain, or distributed enterprise environments
• ITIL Foundation or Intermediate certification
• Experience with enterprise service management platforms (e.g., ServiceNow)
• Background coordinating technology deployments, readiness activities, and change impacts

Salary Range

$120,960 - $181,440