Enterprise Service Configuration Manager

Role Summary

• The Senior Enterprise Service Configuration Manager (CMDB) is a senior leader responsible for designing, governing, and operating the enterprise Configuration Management Database (CMDB/xMDB) as a trusted source of truth for services, infrastructure, and dependencies across Expedia Group. This role, which reports into the Director of Resiliency Operations, defines and enforces configuration management standards, drives data quality and ownership, and ensures CMDB data is embedded into incident, change, problem, and resilience workflows so that teams can detect, run, and recover critical services with confidence.

In this role, you will

• Own and manage the end‑to‑end configuration management database (CMDB) lifecycle, ensuring configuration item (CI) data is accurate, complete, and aligned to Enterprise Service Management processes and controls.
• Design, implement, and continuously refine CMDB data models, including class structures, relationships, and attributes, to support reliable service mapping, impact analysis, and enterprise reporting.
• Partner with service owners, engineering teams, and process owners to define and enforce CMDB governance, standards, and data quality rules across multiple services and domains.
• Define, configure, and optimize CMDB integrations, discovery patterns, and reconciliation rules to improve CI coverage, reduce manual effort, and enhance the fidelity of operational and compliance data.
• Develop and maintain system‑level documentation, including low‑level designs, API specifications, and data schemas that describe how CMDB capabilities support upstream and downstream systems.
• Safely integrate and operate AI/ML‑enabled solutions that improve CMDB data quality, anomaly detection, and change impact prediction, including familiarity with AI‑driven systems, tools, or workflows and applying AI/ML concepts to real world products.

Minimum Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related technical field, or equivalent practical experience.
• Senior individual contributor with demonstrated technical leadership; experience leading or managing a team of engineers for at least one year, but not currently operating as a senior people manager.
• Experience in ITSM, ITOM, ITAM, or related engineering domains, including at least 3 years leading engineering or IT service management teams, often in globally distributed environments.
• Proven ownership of an enterprise CMDB/AMDB/xMDB platform as a trusted source of truth for services, infrastructure, and dependencies.
• Deep hands‑on experience with ServiceNow or Jira Service Management, including:
• CMDB and CSDM‑aligned service modeling
• Integrations with ITSM (incident, change, problem, request)
• ITOM (discovery, event management), ITAM, observability, and cloud platforms
• Strong expertise in CMDB data modeling, CI class design, relationship mapping, and API‑based data integrations with IT and business systems.
• Demonstrated ability to define and drive configuration standards, data models, governance frameworks, ownership models, and data quality KPIs, along with long‑term CMDB roadmap planning.
• Experience leading cross‑team initiatives to improve dependency visibility, change impact analysis, and operational resilience for Tier 0 / Tier 1 or mission‑critical services.
• Proven capability supporting multiple services and stakeholders within a complex enterprise environment.
• Strong communicator and stakeholder manager, comfortable influencing senior technical and business leaders without direct authority.
• Familiarity with AI‑driven tools or workflows, applying AI/ML concepts to improve configuration data quality, incident response, or change management outcomes.

Preferred Qualifications

• Experience operating an enterprise‑scale CMDB/AMDB supporting complex, distributed application and infrastructure landscapes, including cloud and hybrid environments.
• Strong track record of architecting and evolving CMDB integrations, discovery toolchains, reconciliation strategies, and data pipelines to improve coverage, accuracy, and operational reliability.
• Demonstrated ability to use CMDB data and analytics to drive decisions related to service health, risk management, change impact, and operational resilience, including leveraging AI/ML‑enabled insights where appropriate.
• Experience leading CMDB‑related design reviews and making low‑level design decisions for APIs, data models, integrations, and workflows used across multiple domains or organizational units.
• Advanced experience applying AI/ML techniques or AI‑assisted tools to automate CI classification, detect configuration drift, predict service impact, or enhance operational outcomes, with a strong focus on safe and responsible adoption.
• Background in adjacent or closely related roles, such as ITSM or ITOM Architect, ServiceNow Platform Owner, SRE, or Resilience Engineering leader, with deep exposure to service topology, service mapping, and CMDB‑driven operations.
• Domain experience in travel, e‑commerce at scale, marketplaces, SaaS, or cloud service providers, particularly in environments requiring high availability and strong operational resilience.
• Familiarity with supporting mission‑critical, Tier 0 / Tier 1 services in high‑transaction, customer‑facing platforms.