IT Configuration Management Governance Manager

BAT is evolving at pace into a global multi-category business. Our purpose is to create A Better Tomorrow™ by Building a Smokeless World.
To achieve our ambition, we are looking for colleagues who are ready to join us on this journey! Tomorrow can’t wait, let’s shape it together!

Your key responsibilities will include:

Asset Management/CMDB Strategy & Governance

• Maintain and evolve the BAT Asset Management / CMDB strategy aligned with ITIL and business objectives.
• Maintain, evolve, and enforce governance policies and data standards to ensure data integrity and compliance.
• Support the central Asset Data Governance Manager in ensuring alignment between global CMDB strategy and federated execution.

Service & Infrastructure Modelling

• Build and maintain accurate service models in ServiceNow CMDB, capturing relationships between business services, applications, and infrastructure components aligned with BAT’s Common Service Data Model (CSDM).
• Drive Business Service Map (BSM) creation and maintenance to ensure accurate service-to-infrastructure mapping.
• Ensure all new IT services have their BSM developed at launch and kept updated as the IT landscape evolves.
• Collaborate with Service Owners, Application Owners, and Infrastructure Teams to ensure end-to-end service representation and modelling accuracy.
• Ensure each service data attribute is mastered in the appropriate system (e.g., ServiceNow, LeanIX, Flexera) with relationship data mastered in ServiceNow.

Data Quality & Governance

• Monitor and improve CMDB data accuracy, completeness, and compliance with BAT’s global standards and ITIL principles.
• Lead audits, reconciliations, and Data Certification governance to ensure periodic updates to manually maintained data attributes.
• Implement automated validation and reconciliation processes to maintain data quality.
• Review CMDB Health dashboards and perform runbook-based remediations for services and infrastructure.
• Maintain CI identification standards and naming conventions to ensure consistency across domains.
• Oversee Configuration Item (CI) lifecycle processes, ensuring accurate creation, updates, retirement, and deletion in line with governance standards.
• Act as the point of escalation for CMDB data issues within your domain or region.

Relationship Mapping & Dependency Management

• Ensure accurate CI relationships are maintained to reflect infrastructure and service dependencies.
• Assist in the modeling of connections among business services, applications, and infrastructure in accordance with CSDM guidelines.
• Collaborate with cross-functional teams to ensure relationship data is complete, current, and consistent across systems.

Integration & Interoperability

• Ensure data integrations (Discovery and inter-system integrations) are functioning and performing as expected.
• Ensure seamless data flow across BAT platforms.
• Ensure precedence rules are maintained and evolved as required.

Reporting & Metrics

• Maintain and evolve dashboards and critical metrics to monitor CMDB & CSDM health and performance.
• Deliver actionable insights to partners through regular reporting.
• Where corrective actions are identified, ensure the appropriate remedial work is undertaken by the appropriate teams.

Partner Engagement & Training

• Work as part of a federated network of Asset Data Governance Champions to ensure consistency across business units and technology domains.
• Share best practices, lessons learned, and improvement opportunities across the network.
• Collaborate with the central Asset Data Governance Manager to develop CMDB maturity, data governance, and process standardization initiatives.
• Act as the main contact for CMDB & CSDM -related queries.
• Deliver training and mentorship to IT and business users on CMDB & CSDM guidelines.

Change, Incident & Problem Support

• Provide trusted CMDB insights to Change, Incident, Problem, and Request Management processes.
• Champion the data quality of Configuration Items (CIs) referenced in ITSM processes across technology teams.
• Collaborate with operational teams to enhance change success rates and reduce service risk through accurate configuration data.

Continuous Improvement

• Identify and drive initiatives to improve CMDB usability, automation, and data quality.
• Support new IT or business initiatives with accurate service and dependency modelling.
• Stay current with ServiceNow platform updates, ITIL best practices, and industry trends to improve CMDB processes and maturity.

What are we looking for?

• 3–5 years of experience that shows expertise in ServiceNow CMDB administration, configuration management, or IT asset data governance.
• Strong understanding of ITIL Configuration Management and IT Service Management (ITSM) processes.
• Hands-on experience with ServiceNow CMDB, Discovery, Service Mapping, and CSDM.
• Knowledge of LeanIX and Flexera is desirable (nice-to-have, not mandatory).
• Familiarity with enterprise IT environments (servers, networks, applications, cloud platforms).
• ITIL Foundation certification required; ITIL Intermediate/Service Transition or Service Asset & Configuration Management preferred.
• Ability to interpret and model complex service and infrastructure relationships.
• Excellent analytical, organizational, and partner management skills.
• Strong collaboration and communication abilities across IT, business, and vendor teams.
• Attention to detail and a focus on data accuracy and process compliance.
• Experience working in a global or federated organizational structure is advantageous.

What we offer you?
•    We offer a market leading annual performance bonus (subject to eligibility)
•    Our range of benefits varies by country and includes diverse health plans, initiatives for work-life balance, transportation support, and a flexible holiday plan with additional incentives
•    Your journey with us isn't limited by boundaries; it's propelled by your aspirations. Join us at BAT and become a part of an environment that thrives on internal advancement, where your career progression isn't just a statement – it's a reality we're eager to build together. Seize the opportunity and own your development; your next chapter starts here.
•    You'll have access to online learning platforms and personalized growth programs to nurture your leadership skills
•    We prioritise continuous improvement within a transformative environment, preparing for ongoing changes

WHY JOIN BAT?
We’re one of the few companies named as a Global Top Employer by the Top Employers Institute – certified in offering excellent employee conditions.

Collaboration, inclusion and partnership underpin everything we do here at BAT. We are looking forward to enabling every individual to thrive, regardless of gender, sexual orientation, marital or civil partnership status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability, age, skills, experience, education, socio-economic and professional background, veteran status, perspectives and thinking styles. We know that embracing talent from all backgrounds is what makes us stronger and best prepared to meet our business goals.

We see the career breaks as opportunities not obstacles. Through The Global Returners program, we support professionals looking to restart their careers after an extended absence from the workforce (e.g. time out caring for family, parental leave, national service, sabbatical and/or starting an own venture).

Come bring your difference and see what is possible for you at BAT. Learn more about our culture and our award winning employee experience here.

If you require any reasonable adjustments or accommodations to help you perform at your best during the recruitment process, you are encouraged to notify us. We are fully committed to support you by making appropriate arrangements for you to demonstrate your full potential.