IT MANAGER ITSM & CMDB

Job Purpose:
The job holder will lead the design, implementation, and ongoing enhancement of ITSM processes such as Incident, Problem, Change, Configuration, and Request Management. The role ensures reliable service delivery, maintains an accurate CMDB, monitors SLAs, and drives process optimization through data-driven improvements. By aligning IT services with business needs, the manager enhances operational efficiency, user satisfaction, and compliance.

Key Result Area:
1. Lead the design, implementation, and continuous enhancement of IT Service Management (ITSM) processes, including Incident, Problem, Change, and Service Request Management to enhance service reliability, increase operational efficiency, and user

satisfaction.

2. Maintain an accurate, up-to-date Configuration Management Database (CMDB) with complete and reliable configuration items (CIs) and their relationships to support effective decision-making, impact analysis, and change planning.

3. Implement robust change management practices, ensuring that changes are assessed, approved, and deployed with minimal risk and disruption, resulting in higher system stability and minimizing unplanned outages.

4. Drive the creation and maintenance of an accurate and user-friendly service catalogue to define available services and ensure consistent delivery and increase transparency of IT offerings.

5. Define, monitor, and report on Service Level Agreements (SLAs), ensuring services meet or exceed defined performance and availability targets to drive accountability and customer satisfaction.

6. Continuously review ITSM and CMDB processes to identify and implement opportunities for automation, optimization, and improved efficiency, resulting in reduced manual effort and accelerating service delivery.

7. Ensure ITSM and CMDB practices adhere to regulatory requirements, industry standards, and internal policies, supporting audit readiness and risk mitigation.

8. Collaborate with cross-functional teams, providing clear updates, reports, and dashboards on service performance and CMDB status to improve transparency and alignment across stakeholders.

9. Provide training and support to IT teams on ITSM processes and CMDB best practices to promote consistent understanding, correct application, and continuous improvement in service management maturity.

Education Qualification:
a) Bachelor*s degree in computer science or equivalent

b) ITIL v3 or v4 certification is a must

c) Certified Configuration Management Professional (CCMP), ISO/IEC 20000 Foundation Certification, COBIT certification or Certification on CMDB(Preferred)

Work Experience:
a) Minimum of 7 years* experience in ITSM roles with at least 3 years* experience in managerial role

b) Experience with data analytics and service reporting

c) Experience managing a centralized CMDB, ensuring data integrity, CI relationships, and compliance with best practices.

d)Hands-on experience in controlling IT changes, assessing risks, and managing release schedules.

e) Experience leading ITSM/CMDB-related projects with cross-functional teams.

f) Experience in defining, maintaining, and managing CIs and their relationships.

g) Experience working with IT Operations, Change Management, and Asset Management teams.

h) Experience in maintaining CMDB documentation, user guides, and generating reports.

Skills:
a) Strong communication, leadership, and analytical skills.

b) Proficiency in CMDB tools (ServiceNow, Manage Engine CMDB, or other ITSM platforms).

c) Sound knowledge of database management, scripting, and automation

d)Strong understanding of IT infrastructure components (servers, networks, databases, cloud, virtualization).

e) Possess good understanding of IT compliance frameworks (ISO 20000, ISO 27001, GDPR).

f) Proven ability to ensure CMDB data accuracy and compliance with organizational policies.

g) Ability to troubleshoot CMDB issues, analyze data discrepancies, and perform root cause analysis.