Configuration Manager, Enterprise Technology Operations

Ryan · Manila

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The Configuration Manager, Enterprise Technology Operations is responsible for designing, implementing, and sustaining the enterprise Configuration Management operating model to ensure the CMDB is complete, accurate, and trusted across the organization. This role owns CMDB process, governance, data quality, and execution, while partnering with the Ivanti platform administration team, which retains responsibility for the underlying tool configuration and technical maintenance.

The initial emphasis of the role is on standing up the Configuration Management framework, defining standards and lifecycle controls, and establishing governance cadences. Once foundational processes and baselines are in place, the role shifts toward ongoing execution, data quality management, and continual improvement to support Incident, Problem, and Change Management.

Duties and responsibilities, as they align to Ryan’s Key Results

People:

Partner with technology, infrastructure, application, and service owners to define CI ownership, data responsibilities, and update expectations.
Design and deliver education and enablement to ensure CMDB standards and processes are understood and consistently followed.
Facilitate CMDB governance forums, certification cycles, and data quality review sessions.
Act as a trusted operational partner to Incident, Problem, and Change teams, ensuring the CMDB supports execution rather than becoming a compliance exercise.

Client:

Ensure CMDB data enables accurate impact assessment, root cause analysis, and change risk evaluation.
Provide confidence to business and IT leaders that CMDB data is reliable during major incidents and high-risk changes.
Translate CMDB health, coverage, and data quality metrics into clear, actionable insights for stakeholders.

Value:

Design and implement the enterprise Configuration Management framework, including CI classes, relationships, lifecycle states, ownership models, and data standards.
Define and operationalize CMDB population and maintenance processes, including onboarding, updates, validations, audits, and exception handling.
Establish and operate governance cadences to certify accuracy, drive remediation, and track corrective actions.
Execute ongoing CMDB data quality management, coordinating remediation with CI owners and service teams.
Build and maintain dashboards and KPIs measuring CMDB accuracy, completeness, timeliness, and coverage.
Partner closely with the Ivanti administration team to align operational requirements with platform capabilities and constraints.
Ensure the CMDB is fit-for-purpose to support Incident, Problem, and Change Management workflows and reporting.
Support audit readiness by documenting configuration management controls, maintaining evidence, and ensuring adherence to standards.

Education and Experience:

Bachelor’s degree in Information Technology, Information Systems, Business, or a related field.
6–8+ years of experience in configuration management, service management, IT operations, or operational data governance.
Demonstrated experience designing and operating CMDB or Configuration Management practices.
Experience supporting or enabling Incident, Problem, and Change Management processes.

Computer Skills:

Proficiency in Microsoft Project, Word, Excel, PowerPoint, Outlook, and web-based research required.
Familiarity with operational reporting tools such as Power BI or Tableau preferred.

Required Skills:

Strong process design and documentation skills.
Hands-on experience managing operational data quality and governance.
Ability to build, analyze, and communicate operational metrics and dashboards.
High attention to detail with a strong bias toward execution and follow-through.
Ability to influence CI owners and service teams without direct authority.

Preferred Skills:

Experience working with ITSM platforms (Ivanti preferred; ServiceNow or similar acceptable).

Supervisory Responsibilities:

The Configuration Manager coordinates across CI owners, service teams, and platform administrators to drive outcomes and ensure CMDB integrity. This role is a senior individual contributor position and does not currently have direct people management responsibilities. As the CMDB becomes established and operationally mature, this role may assume people management responsibilities for Configuration Analysts to support ongoing execution and scale.

Equal Opportunity Employer: disability/veteran

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