Join Us in Crafting the Future of IT Service Management
As an ITSM Data Architect, you’ll play a key role in how data powers our global IT operations. This is more than a technical position—it’s an opportunity to lead innovation, improve service outcomes, and build a data-driven culture that impacts every part of the business. Guided by our engineering principles—Lead with Data, Be Customer Driven, and Collaborate—you’ll help us deliver smarter, faster, and more reliable services for our customers. If you’re passionate about architecture, governance, and driving transformation, we’d love to hear from you.
Role Summary
We’re looking for an ITSM Data Architect to develop and govern our ServiceNow Common Service Data Model (CSDM) and CMDB architecture. You’ll be a trusted authority across people, process, and technology—ensuring that data architecture aligns with ITSM outcomes and delivers measurable value.
This crucial role reports into the ITSM Architecture team in our ITSM Governance organisation.
What You’ll Do
- Lead with Data: Build, implement, and govern ServiceNow’s CSDM and CMDB data models to enable data-driven decisions.
- Act as the go-to authority for Service Asset and Configuration Management (SACM) and CMDB architecture, ensuring compliance with ITIL standards.
- Be Customer Driven: Partner with ITSM Process Owners and customers to maintain accurate CI relationships and service mappings that improve customer experience.
- Provide expert mentorship on data modelling for Business Services, Technical Services, Application Services, and Service Offerings.
- Lead critical initiatives by delivering architectural and thought leadership in CMDB and CSDM domains.
- Improve CMDB health and maturity through data quality programs, process optimization, and automation.
- Define key indicators, metrics, and IT controls.
- Drive continuous improvement by identifying data-driven opportunities.
- Collaborate: Work across teams to develop and maintain documentation for CMDB architecture and governance, including the Data Dictionary.
- Develop a data-first culture across functions.
What You Bring
- 5+ years in senior ITSM roles within a global enterprise.
- Demonstrable experience designing and improving CMDB and SACM capabilities.
- Strong knowledge of the ServiceNow platform, especially CSDM, CMDB, and ITSM modules.
- Experience leading digital transformation initiatives for ITSM processes and tools.
- Excellent customer engagement and communication skills.
- Ability to influence and drive strategic outcomes across teams with varied strengths.
Preferred Qualifications
- ITIL Expert or equivalent
- ServiceNow Certified System Administrator or Implementation Specialist (ITSM/CMDB).
- Experience with ServiceNow Discovery and Service Mapping.
- Familiarity with process optimisation tools and techniques.
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Career Stage:
ManagerLondon Stock Exchange Group (LSEG) Information:
Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.
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