IT&D Manager, Service Management - CMDB / HAM

Home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose. Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a privilege.

Information Technology & Digital

In IT and D, you'll be a force for good, whether you're championing cyber security, defining how we harness the power of technology to improve our business, or working with data to guide the innovation of consumer loved products.

Working globally across functions, you'll own your projects and process from start to finish, with the influence and visibility to achieve what needs to be done. And if you're willing to bring your ideas to the table, you'll get the support and investment to make them happen.

Your potential will never be wasted. You'll get the space and support to take your development to the next level. Every day, there will be opportunities to learn from peers and leaders through working on exciting, varied projects with real impact. And because our work spans so many different businesses, from Research and Product Development to Sales, you'll keep learning exciting new approaches.

About the role

As the IT&D Manager – CMDB & Hardware Asset Management, you will act as the global Process Owner for Configuration Management and Hardware Asset Management within a SIAM (Service Integration and Management) operating model.

You will be accountable for defining, governing, and continuously evolving end-to-end CMDB and HAM processes, ensuring effective execution through ServiceNow and across a multi-vendor ecosystem.

This role focuses on process ownership, governance, and data quality, ensuring these capabilities enable high-performing IT services, operational resilience, and business value realisation.

Your responsibilities

Process Ownership & Governance (CMDB & HAM)

Own the global CMDB and HAM processes end-to-end, ensuring alignment with ITIL 4 standards and enterprise data strategy

Define and maintain policies, standards, and ways of working to drive consistency across IT&D

Establish clear process accountability models across internal teams and service providers

Ensure integration of CMDB & HAM processes with core ITSM processes (Incident, Problem, Change, Release)

CMDB Strategy & Data Governance

Define the CMDB strategy, operating model, and governance framework

Ensure accurate service mapping, dependency modelling, and CSDM alignment

Own data quality standards and KPIs (accuracy, completeness, timeliness, compliance)

Drive continuous improvement of CMDB health and adoption across the organisation

Ensure CMDB enables decision-making, service stability, and impact analysis

Hardware Asset Management Leadership

Own the end-to-end hardware asset lifecycle across EUC and infrastructure environments

Establish governance for asset tracking, compliance, audits, and lifecycle controls

Drive cost efficiency, optimisation, and asset utilisation improvements

Ensure alignment between asset, financial, and contractual data

Define and govern standardised asset management practices across vendors

ServiceNow Enablement (Process Authority)

Act as the process authority for CMDB and HAM within the ServiceNow ecosystem

Define requirements for process design, workflows, and data models within ServiceNow

Partner with platform and delivery teams to ensure:

o Correct implementation of process design

o Alignment with ServiceNow CSDM and ITSM modules

o Robust data quality and compliance controls

Drive continuous optimisation of processes enabled through the platform

SIAM & Vendor Governance

Operate within a SIAM model, ensuring effective coordination across multiple service providers

Hold vendors accountable for process adherence, data quality, and service outcomes

Lead regular governance forums, assurance reviews, and performance tracking

Define and track KPIs, SLAs, and compliance metrics for CMDB & HAM

Proactively identify risks, gaps, and improvement opportunities

Performance, Analytics & Continuous Improvement

Define and deliver performance frameworks and reporting standards

Track KPIs including:

o CMDB health and compliance scores

o Asset lifecycle compliance and inventory accuracy

Leverage ServiceNow and Power BI dashboards for insight generation

Drive data-led decision-making and continuous service improvement (CSI)

Identify opportunities for automation, simplification, and process optimisation

Stakeholder Management & Influence

Act as the global SME and owner for CMDB & HAM processes

Engage senior stakeholders across IT&D, business functions, and partners

Drive adoption, training, and organisational alignment

Communicate performance, risks, and improvements clearly and effectively

The experience we're looking for

Required Experience

Significant experience (typically 15+ years) in IT Service Management / SIAM environments

Proven track record as a Process Owner for CMDB and/or Hardware Asset Management

Experience operating in global, multi-vendor managed service environments

Strong background in process governance, transformation, and optimisation

Experience working with ServiceNow-enabled ITSM ecosystems

Technical Expertise

Deep expertise in:

o Configuration Management (CMDB) frameworks and governance

o Hardware Asset Management lifecycle and controls

o ITIL v3 / ITIL 4 practices

Strong understanding of:

o ServiceNow CMDB, HAM, and CSDM data models

o Data governance, reporting, and KPI frameworks

o Automation and service modernisation concepts

Qualifications

Bachelor’s degree in IT / Computer Science or related discipline

ITIL v4 Certification (mandatory)

ServiceNow certifications (preferred)

SIAM / Agile / Lean certifications (desirable)

The skills for success

Leadership Capabilities

Ownership & Accountability: Takes end-to-end responsibility for global processes and outcomes

Influencing & Collaboration: Drives alignment across complex stakeholder and vendor landscapes

Data-Driven Decision Making: Uses insights and analytics to improve performance and outcomes

Continuous Improvement Mindset: Actively challenges status quo and drives transformation

Execution Excellence: Balances strategic thinking with operational delivery

What we offer

With inclusion at the heart of everything we do, working alongside our four global Employee Resource Groups, we support our people at every step of their career journey, helping them to succeed in their own individual way. We invest in the wellbeing of our people through parental benefits, an Employee Assistance Program to promote mental health, and life insurance for all employees globally. We have a range of other benefits in line with the local market. Through our global share plans we offer the opportunity to save and share in Reckitt's potential future successes. For eligible roles, we also offer short-term incentives to recognise, appreciate and reward your work for delivering outstanding results. You will be rewarded in line with Reckitt's pay for performance philosophy.

Equality