About the Role

We are seeking an experienced Service Asset & Configuration Management (SACM) Manager to lead and govern our enterprise Configuration Management Database (CMDB) and Service Asset & Configuration Management practice. This role will be responsible for ensuring the accuracy, integrity, and governance of configuration data across the organization while driving continual improvement of CMDB processes, data quality, and ServiceNow platform capabilities.

As the owner of the SACM function, you will work closely with Infrastructure, Applications, Security, Architecture, Service Management, and Business teams to establish trusted configuration data that supports Incident, Change, Problem, Risk, Audit, and Asset Management processes.

Key Responsibilities

SACM & CMDB Governance

- Own and manage the end-to-end SACM lifecycle and CMDB governance framework within ServiceNow.
- Define, maintain, and continuously improve CMDB policies, standards, operating procedures, and governance controls.
- Establish and enforce data ownership, accountability, and attestation processes across technology and business teams.
- Drive adoption of ITIL best practices for Configuration Management and related ITSM processes.

CMDB Data Quality & Health
- Ensure the accuracy, completeness, integrity, and timeliness of Configuration Item (CI) data.
- Monitor and improve CMDB health metrics, including completeness, correctness, compliance, stale records, duplicate CIs, orphan records, and relationship accuracy.
- Lead CMDB audits, reconciliations, data quality reviews, and remediation initiatives.
- Conduct root cause analysis of recurring data quality issues and implement corrective actions.

Data Attestation & Compliance
- Lead enterprise-wide CMDB attestation and certification programs.
- Coordinate with application owners, infrastructure teams, service owners, and asset owners to validate configuration data.
- Ensure timely completion of attestation activities and remediation of identified exceptions.
- Support internal and external audits by providing governance evidence, reports, and compliance documentation.

ServiceNow CMDB & CSDM Management
- Define and maintain CI classes, attributes, relationships, naming conventions,



and lifecycle states.
- Drive alignment with ServiceNow Common Service Data Model (CSDM) and service mapping initiatives.
- Manage Identification & Reconciliation Engine (IRE) rules and CMDB data governance processes.
- Collaborate with ServiceNow platform teams to enhance CMDB functionality and automation capabilities.

Discovery, Integrations & Data Onboarding
- Oversee data ingestion mechanisms including Discovery, Service Mapping, integrations, import sets, APIs, and bulk data loads.
- Ensure discovery sources and integrations are operating effectively and delivering high-quality data.
- Develop and maintain onboarding standards, templates, and governance controls for new CI sources.
- Partner with vendors and technical teams to optimize data synchronization and reconciliation processes.

ITSM Process Integration
- Ensure effective integration between CMDB and ITSM processes including Incident, Problem, Change, Request, Vulnerability, and Asset Management.
- Work closely with Change and Release Management teams to ensure configuration updates are properly controlled and reflected in the CMDB.
- Support operational teams with CMDB-related incidents, service requests, and governance queries.

Reporting & Continuous Improvement
- Develop executive dashboards, KPIs, scorecards, and operational reports for CMDB health and governance.
- Track and report on attestation completion, compliance status, data quality metrics, and improvement initiatives.
- Identify automation opportunities that reduce manual effort and improve operational efficiency.
- Provide training and awareness sessions on CMDB processes, data ownership, and governance responsibilities.

Required Skills & Experience

Technical Expertise
- 5+ years of experience in ServiceNow, SACM, CMDB, or IT Service Management environments.




- Strong hands-on experience managing enterprise-scale ServiceNow CMDB implementations.
- Deep understanding of ITIL processes, particularly Configuration, Change, Incident, Problem, and Asset Management.
- Strong knowledge of CSDM, CI lifecycle management, service mapping, and configuration governance.
- Experience with ServiceNow Discovery, Service Mapping, Import Sets, Transform Maps, Integrations, and IRE.
- Experience building dashboards, reports, KPIs, and governance scorecards.
- Strong understanding of CMDB data quality management, reconciliation, and audit controls.

Leadership & Stakeholder Management
- Proven ability to lead cross-functional governance initiatives across global teams.
- Strong stakeholder management and communication skills.
- Experience working with business leaders, auditors, vendors, and managed service providers.
- Ability to influence and drive adoption of governance standards across multiple teams.

Preferred Technical Skills
- ServiceNow platform administration and governance.
- Exposure to JavaScript, REST APIs, XML, HTML, SOAP, and automation capabilities.
- Understanding of platform security, access controls, and governance frameworks.
- Experience working in Agile and enterprise transformation environments.

Qualifications

- Bachelor's degree in Information Technology, Computer Science, or a related discipline.
- ITIL Foundation Certification (preferred).
- ServiceNow Certified System Administrator (CSA) (preferred).
- ServiceNow Certified Implementation Specialist (CIS – CMDB) or related certification (highly desirable).
- Advanced ServiceNow CMDB, CSDM, or SACM certifications are advantageous.

Success Measures

- CMDB accuracy, completeness, and data quality scores.
- Attestation completion rates within agreed timelines.
- Reduction in stale, duplicate, and orphaned CIs.
- Improvement in CMDB governance and compliance metrics.
- Successful audit outcomes and closure of findings.
- Increased stakeholder confidence in configuration data.
- Delivery of automation and continuous improvement initiatives.

If you are interested in this chance, please click on the Apply Now button to submit your application.

📌 SACM Manager - ServiceNow (Maharashtra)
🏢 Cloudesign
📍 Maharashtra