IT & Data Services Manager
About The Position
We are seeking an experienced and highly skilled IT & Data Services Manager to lead and mature our IT Service Management strategy, design, and operations. This role is critical in supporting the delivery of accurate infrastructure insights, operational resilience, and compliance across our global data center footprint—while also overseeing the integrity, structure, and reliability of configuration data across systems, including the Configuration Management Database (CMDB). The ideal candidate is a seasoned ITSM professional with strong data governance skills who wants to drive strategy, establish standards, and guide a growing operational environment forward. You'll partner closely with IT, Facilities, Security, and DevOps teams to ensure that configuration items (CIs) are accurate, complete, and actionable within the CMDB.
Requirements
- Bachelor’s degree in Computer Science, Information Systems, or related technical field.
- 5+ years of experience in ITSM, managing enterprise CMDBs, with at least 3 years on ServiceNow CMDB.
- Hands-on experience with ServiceNow Discovery, including MID Server configuration and credential management.
- Strong understanding of IT infrastructure, including networking, virtualization, cloud services, storage, and data center hardware.
- Experience with Service Mapping, Business Services modeling, and dependency mapping in ServiceNow.
- Proficient in CMDB data modeling, CI class structures, and relationship definitions.
- Knowledge of ITIL practices, especially Configuration Management, Change Management, and Incident Management.
- Experience maintaining data accuracy through reconciliation, identification rules, and integration with external sources (e.g., SCCM, vCenter, AWS).
Nice To Haves
- Familiarity with compliance frameworks relevant to data centers (e.g., SOC 2, ISO 27001) is a plus.
Responsibilities
- Assist in the development, governance, and continuous improvement of ITSM processes (Incident, Change, Problem, Request, and Configuration Management).
- Lead the design, implementation, and governance of the enterprise CMDB strategy using ServiceNow.
- Own the configuration management process and enforce data quality, completeness, and compliance standards.
- Manage and maintain the ServiceNow CMDB, ensuring proper classification, relationships, and lifecycle states of CIs.
- Oversee the ServiceNow Discovery and Service Mapping tools to automate the population of CIs across our hybrid infrastructure (on-prem, cloud, colocation).
- Work with stakeholders across IT, data center operations, and security to ensure alignment and usability of CMDB data.
- Develop and maintain CMDB health dashboards, metrics, and reports.
- Support audit and compliance activities by ensuring traceability of infrastructure assets and configuration data.
- Partner with Change Management and Incident Management to ensure accurate CI relationships and impact analysis.
- Provide mentorship and training to other ServiceNow platform users and CMDB contributors.
Benefits
- Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
1,001-5,000 employees
