Senior Manager, ServiceNow CMDB and Analytics

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which also includes five leading omnichannel grocery brands – Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Ahold Delhaize USA associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

Quincy, MA

Ahold Delhaize USA

<p class="p1"><strong><br />Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which also includes five leading omnichannel grocery brands &ndash; Food Lion, Giant Food, The GIANT Company, Hannaford and Stop &amp; Shop. Ahold Delhaize USA associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.<br /><br /></strong>Join our Talent Community to stay updated on opportunities with Ahold Delhaize USA. You&rsquo;ll be the first to know about new positions that match your career aspirations. To join, click here: <strong><a href="https://aholddelhaizeusa.careerswithus.com/join-our-talent-community" target="_blank" title="Talent Community - Ahold Delhaize USA (careerswithus.com)" rel="noopener noreferrer">Talent Community - Ahold Delhaize USA (careerswithus.com)</a></strong>.&nbsp;</p> <p class="p2">&nbsp;</p> <p class="p1"><strong><a href="https://aholddelhaizeusacareers.appvault.com/create" target="_blank" title="Talent Community " rel="noopener noreferrer"></a><br /></strong></p> https://www.adusa.com/

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Full Time

509559

Overview: 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 &amp; Shop. Our associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.<br /><br /><strong>Primary Purpose:</strong><br /><br />The <strong>Senior Manager, ServiceNow CMDB and Analytics</strong> is responsible for the strategic direction, governance, operational excellence, and continuous improvement of the ServiceNow Configuration Management Database (CMDB) and enterprise platform analytics capabilities. This role leads a CMDB team to ensure the integrity, accuracy, and usability of ServiceNow data that supports service delivery operations and business decision-making.<br /><br />The successful candidate will partner closely with platform engineering, enterprise architecture, service owners, application owners, infrastructure teams, cybersecurity, and business stakeholders to establish and maintain a trusted source of operational data while delivering actionable insights through reporting, dashboards, and analytics.<br /><br /><strong>Our flexible/ hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days. The core office locations for this position are Salisbury, NC, and Chicago, IL.</strong><br /><br /><strong>Applicants must be currently authorized to work in the United States on a full-time basis.</strong>
Responsibilities: <ul> <li>Define and execute the CMDB strategy, roadmap, and maturity plan aligned with ServiceNow platform objectives.</li> <li>Establish governance processes, standards, and controls for configuration management and Common Service Data Model (CSDM) adoption.</li> <li>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.</li> <li>Monitor and manage operational KPIs including CMDB Health, CI completeness, correctness, compliance, and relationship integrity identifying trends and driving improvements in team execution.</li> <li>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.</li> <li>Lead, coach, and develop a team of CMDB administrators and analysts, data and anlalytics specialists, and governance specialists.</li> <li>Identify and recommend opportunities to automate reporting and data quality management activities.</li> <li>Establish and ensure compliance with process standards, governance requirements, operational controls, and security-first practices across all support activities.</li> <li>Manage budgets, vendor relationships, staffing models, and resource planning in support of goals and performance commitments.</li> <li>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.</li> <li>Establish a ServiceNow analytics strategy that provides meaningful insights into platform usage, service performance, operational health, and business outcomes.</li> <li>Develop executive dashboards and KPI reporting for platform performance and service management processes.</li> </ul>
Requirements: <ul> <li>10+ years of progressive technology experience with a demonstrated track record of delivering operational outcomes</li> <li>8+ years in configuration management, data governance, ServiceNow experience or IT Operations</li> <li>3+ years of direct or indirect people leadership experience, including coaching, onboarding, and performance management</li> <li>3+ years supervising technical teams or managing ServiceNow CMDB, CSDM, Discovery, Service Mapping, and governance practices</li> <li>Bachelor's degree in Computer Science, Engineering, or a related field, and/or equivalent practical experience</li> <li>Strong financial and operational acumen, including budget management, problem solving, and decision making</li> <li>Ability to influence and collaborate across teams, with strong presentation, written, and verbal communication skills</li> <li>Proven ability to lead execution on complex initiatives and drive results in fast-paced environments</li> <li>Strong leadership and team-building capabilities, including talent development, coaching, and succession planning</li> <li>Ability to translate business needs into practical technology support solutions</li> <li>Experience ensuring compliance with technology governance, risk management, and operational controls</li> <li>Strong data governance, data quality, and data management expertise</li> <li>Hands-on experience with ServiceNow Performance Analytics, dashboards, and reporting solutions.</li> <li>Working knowledge of ITIL/ITSM principles, IT Operations, and enterprise support tools</li> </ul> Preferred Qualifications: <br /> <ul> <li>Master's degree in a relevant discipline</li> <li>Advanced leadership or operational certifications (e.g., ITIL Intermediate/Expert, Six Sigma)</li> <li>Experience supporting or partnering with enterprise architecture, cloud, or cybersecurity teams</li> <li>Background supporting large-scale digital or technology transformation initiatives</li> <li>Experience working in retail, supply chain, or distributed enterprise environments</li> <li>ITIL Foundation or Intermediate certification</li> <li>Experience with enterprise service management platforms (e.g., ServiceNow)</li> <li>Background coordinating technology deployments, readiness activities, and change impacts</li> </ul> <br />Salary Range: $120,960 - $181,440 <br /><br /> Actual compensation offered to a candidate may vary based on their unique qualifications and experience, internal equity, and market conditions. Final compensation decisions will be made in accordance with company policies and applicable laws.