Senior Manager ServiceNow CMDB and Analytics

• 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 anlalytics 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.

• 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
• Proven ability to lead execution on complex initiatives and drive results in fast-paced environments
• Strong leadership and team-building capabilities including talent development coaching and succession planning
• Ability to translate business needs into practical technology support solutions
• Experience ensuring compliance with technology governance risk management and operational controls
• Strong data governance data quality and data management expertise
• Hands-on experience with ServiceNow Performance Analytics dashboards and reporting solutions.
• Working knowledge of ITIL/ITSM principles IT Operations and enterprise support tools

• 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
• Background supporting large-scale digital or technology transformation initiatives
• Experience working in retail supply chain or distributed enterprise environments
• ITIL Foundation or Intermediate certification
• Experience with enterprise service management platforms (e.g. ServiceNow)
• Background coordinating technology deployments readiness activities and change impacts

What We Do

Ahold Delhaize USA a division of global food retailer Ahold Delhaize is part of the U.S. family of brands which includes five leading omnichannel grocery brands – Food Lion Giant Food The GIANT Company Hannaford and Stop & Shop. Our associates support the brands with a wide range of services including Finance Legal Sustainability Commercial Digital and E-commerce Technology and more. Our team includes some of the best and brightest talent from a variety of backgrounds ranging from decades-long careers in retail to fresh perspectives from outside our industry. With a purpose-driven culture grounded in our values of courage care integrity teamwork and humor we are committed to fostering a culture of belonging where everyone is valued. Our team shares a common motivation to drive change take ownership and enable the brands we support to nourish their customers and communities. We thrive on supporting great local grocery brands and their strategies. As part of the largest grocery retail group on the East Coast we understand our vital role in enabling healthier people and a healthier planet and have an ongoing commitment to driving sustainable change that leads to a thriving food system nourishes local communities and creates a better world.

Why Work With Us

We love fresh perspectives not just fresh produce. We believe that an inclusive workplace fosters creativity accelerates innovation and helps us create an even better product. At Ahold Delhaize USA you’ll find coworkers who are caring and committed and who focus on dreaming big and getting things done.

Gallery