Enterprise Service Configuration Manager

Expedia Group•Seattle, WA

8d•$156,500 - $219,000

About The Position

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business. Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere. Role summary This is a hands-on strategic leadership role for someone who can define the target AMDB/xMDB architecture, build the capability, and lead its migration into operational use across the enterprise. The role owns the long-term roadmap for CMDB/AMDB/xMDB, including service modeling, data quality, integrations, adoption, and the transition from fragmented configuration sources to a coherent, trusted platform. The ideal candidate has deep practical experience building an AMDB / xMDB in Atlassian JSM Assets and understands the complexities of operating at Expedia's scale: multiple domains, diverse data sources, distributed ownership, inconsistent legacy data, and complex service dependencies. They will lead the creation of CI and service models, migration and onboarding patterns, relationship structures, governance processes, and quality measures that enable configuration data to support incident, change, problem, request, resilience, and impact-analysis workflows. Collaborates with management and product to balance the needs of the teams' wellbeing, new capabilities, migration delivery, data remediation, and platform maintenance and operations. Acts as the primary point of accountability for building a sustainable configuration management capability and for ensuring that the resulting AMDB/xMDB is adopted by service owners and operational teams.

Requirements

Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related technical field, or equivalent practical experience.
Senior individual contributor with demonstrated technical leadership; experience leading or managing a team of engineers for at least one year, but not currently operating as a senior people manager.
Experience in ITSM, ITOM, ITAM, or related engineering domains, including at least 3 years leading engineering or IT service management teams, often in globally distributed environments.
Proven ownership of an enterprise CMDB/AMDB/xMDB platform as a trusted source of truth for services, infrastructure, and dependencies.
Deep hands‑on experience with Jira Service Management, including: JSM Assets/CSDM‑aligned service modeling, Integrations with ITSM (incident, change, problem, request), ITOM (discovery, event management), ITAM, observability, and cloud platforms.
Strong expertise in CMDB data modeling, CI class design, relationship mapping, and API‑based data integrations with IT and business systems.
Demonstrated ability to define and drive configuration standards, data models, governance frameworks, ownership models, and data quality KPIs, along with long‑term CMDB roadmap planning.
Experience leading cross‑team initiatives to improve dependency visibility, change impact analysis, and operational resilience for Tier 0 / Tier 1 or mission‑critical services.
Proven capability supporting multiple services and stakeholders within a complex enterprise environment.
Strong communicator and stakeholder manager, comfortable influencing senior technical and business leaders without direct authority.
Familiarity with AI‑driven tools or workflows, applying AI/ML concepts to improve configuration data quality, incident response, or change management outcomes.

Nice To Haves

Experience operating an enterprise‑scale xMDB/AMDB supporting complex, distributed application and infrastructure landscapes, including cloud and hybrid environments.
Strong track record of architecting and evolving xMDB integrations, discovery toolchains, reconciliation strategies, and data pipelines to improve coverage, accuracy, and operational reliability.
Demonstrated ability to use xMDB data and analytics to drive decisions related to service health, risk management, change impact, and operational resilience, including leveraging AI/ML‑enabled insights where appropriate.
Experience leading xMDB‑related design reviews and making low‑level design decisions for APIs, data models, integrations, and workflows used across multiple domains or organizational units.
JSM / Jira Asset Management experience strongly preferred.
Advanced experience applying AI/ML techniques or AI‑assisted tools to automate CI classification, detect configuration drift, predict service impact, or enhance operational outcomes, with a strong focus on safe and responsible adoption.
Background in adjacent or closely related roles, such as ITSM or ITOM Architect, ServiceNow Platform Owner, SRE, or Resilience Engineering leader, with deep exposure to service topology, service mapping, and xMDB‑driven operations.
Domain experience in travel, e‑commerce at scale, marketplaces, SaaS, or cloud service providers, particularly in environments requiring high availability and strong operational resilience.
Familiarity with supporting mission‑critical, Tier 0 / Tier 1 services in high‑transaction, customer‑facing platforms.

Responsibilities

Define the target AMDB/xMDB architecture.
Build the capability and lead its migration into operational use across the enterprise.
Own the long-term roadmap for CMDB/AMDB/xMDB, including service modeling, data quality, integrations, adoption, and the transition from fragmented configuration sources to a coherent, trusted platform.
Lead the creation of CI and service models, migration and onboarding patterns, relationship structures, governance processes, and quality measures.
Collaborate with management and product to balance the needs of the teams' wellbeing, new capabilities, migration delivery, data remediation, and platform maintenance and operations.
Act as the primary point of accountability for building a sustainable configuration management capability and for ensuring that the resulting AMDB/xMDB is adopted by service owners and operational teams.
Lead cross-team initiatives to improve dependency visibility, change impact analysis, and operational resilience for Tier 0 / Tier 1 or mission-critical services.
Support multiple services and stakeholders within a complex enterprise environment.
Influence senior technical and business leaders without direct authority.
Support the adoption of AI-driven tools or workflows, applying AI/ML concepts to improve configuration data quality, incident response, or change management outcomes.
Architect and evolve xMDB integrations, discovery toolchains, reconciliation strategies, and data pipelines to improve coverage, accuracy, and operational reliability.
Use xMDB data and analytics to drive decisions related to service health, risk management, change impact, and operational resilience, including leveraging AI/ML-enabled insights where appropriate.
Lead xMDB-related design reviews and make low-level design decisions for APIs, data models, integrations, and workflows used across multiple domains or organizational units.
Apply AI/ML techniques or AI-assisted tools to automate CI classification, detect configuration drift, predict service impact, or enhance operational outcomes, with a strong focus on safe and responsible adoption.