Senior Manager, CMDB and Data Analytics

Primary Purpose

The Senior Manager, CMDB and Data Analytics is responsible for the strategic direction, governance, operational excellence, and continuous improvement of the ServiceNow Configuration Management Database (CMDB) and enterprise platform analytics capabilities. This role leads a CMDB team to ensure the integrity, accuracy, and usability of ServiceNow data that supports service delivery operations and business decision-making. The successful candidate will partner closely with platform engineering, enterprise architecture, service owners, application owners, infrastructure teams, cybersecurity, and business stakeholders to establish and maintain a trusted source of operational data while delivering actionable insights through reporting, dashboards, and analytics.

Duties & Responsibilities

• Define and execute the CMDB strategy, roadmap, and maturity plan aligned with ServiceNow platform objectives.
• Establish governance processes, standards, and controls for configuration management and Common Service Data Model (CSDM) adoption.
• Establish data ownership and accountability models across business and technology teams that will be incorporated into a configuration management plan, data certification programs, policies for CI lifecycle management, and audit and governance reviews.
• Monitor and manage operational KPIs including CMDB Health, CI completeness, correctness, compliance, and relationship integrity identifying trends and driving improvements in team execution.
• Collaborate cross-functionally with Product, Engineering, Infrastructure, Asset, Security and ITSM teams to ensure data, relationships, and reporting are available to enable service management and operational excellence.
• Lead, coach, and develop a team of CMDB administrators and analysts, data and analytics specialists, and governance specialists.
• Identify and recommend opportunities to automate reporting and data quality management activities.
• Establish and ensure compliance with process standards, governance requirements, operational controls, and security-first practices across all support activities.
• Manage budgets, vendor relationships, staffing models, and resource planning in support of goals and performance commitments.
• Act as a trusted operational partner to leadership by translating business use cases and ServiceNow capabilities into clear insights and improvement actions, serving as primary escalation point for CMDB governance and analytics-related issues/requests.
• Establish a ServiceNow analytics strategy that provides meaningful insights into platform usage, service performance, operational health, and business outcomes.
• Develop executive dashboards and KPI reporting for platform performance and service management processes.

Qualifications

• 10+ years of progressive technology experience with a demonstrated track record of delivering operational outcomes
• 8+ years in configuration management, data governance, ServiceNow experience or IT Operations
• 3+ years of direct or indirect people leadership experience, including coaching, onboarding, and performance management
• 3+ years supervising technical teams or managing ServiceNow CMDB, CSDM, Discovery, Service Mapping, and governance practices
• Bachelor's degree in Computer Science, Engineering, or a related field, and/or equivalent practical experience
• Strong financial and operational acumen, including budget management, problem solving, and decision making
• Ability to influence and collaborate across teams, with strong presentation, written, and verbal communication skills
• Prominent leadership or operational certifications (e.g., ITIL Intermediate/Expert, Six Sigma)
• Experience supporting or partnering with enterprise architecture, cloud, or cybersecurity teams
• Experience working in retail, supply chain, or distributed enterprise environments
• Working knowledge of ITIL/ITSM principles, IT Operations, and enterprise support tools

Preferred Qualifications

• Master's degree in a relevant discipline
• Advanced leadership or operational certifications (e.g., ITIL Intermediate/Expert, Six Sigma)
• Experience supporting or partnering with enterprise architecture, cloud, or cybersecurity teams
• Experience working in retail, supply chain, or distributed enterprise environments
• Experience with enterprise service management platforms (e.g., ServiceNow)
• Experience coordinating technology deployments, readiness activities, and change impacts

Schedule

A flexible/hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days. The core office locations for this position are Salisbury, NC, Chicago, IL and Quincy, MA.

Benefits

At Ahold Delhaize USA, we provide services to one of the largest portfolios of grocery companies in the nation, and we're actively seeking top talent. Our team shares a common motivation to drive change, take ownership and enable our brands to better care for their customers. We thrive on supporting great local grocery brands and their strategies. Our associates are the heartbeat of our organization. We are committed to offering a welcoming work environment where all associates can succeed and thrive. Guided by our values of courage, care, teamwork, integrity (and even a little humor), we are dedicated to being a great place to work. We believe in collaboration, curiosity, and continuous learning in all that we think, create and do. While building a culture where personal and professional growth are just as important as business growth, we invest in our people, empowering them to learn, grow and deliver at all levels of the business.