Senior Manager, Configuration Management

Site Name: UK - Hertfordshire - Stevenage, Poznan Business Garden Pastelowa, USA - Pennsylvania - Philadelphia
Posted Date: May

Role: Senior Manager, Configuration Management

We create a place where people can grow, be their best, be safe, and feel welcome, valued and included. We offer a competitive salary, an annual bonus based on company performance, healthcare and wellbeing programmes, pension plan membership, and shares and savings programme.

We embrace modern work practises; our Performance with Choice programme offers a hybrid working model, empowering you to find the optimal balance between remote and in-office work.

Discover more about our company wide benefits and life at GSK on our webpage Life at GSK | GSK

In the ITOM/ITAM/Core & CMDB Product team we are accountable for end-to-end governance and value delivery from IT Operations and Asset Management processes running on the GSK ServiceNow enterprise platform. The automated capabilities the team delivers critically influences the accuracy and usability of the data stored in the ServiceNow Configuration Management Database (CMDB), which in turn enables employees to consume the GSK ServiceNow platform to deliver high quality Service Management support to the GSK business.

The role holder will be accountable for the accuracy and stewardship of the data within the GSK ServiceNow CMDB, and continual improvement and operational efficiency of the CMDB governance processes, reporting and data model.

Key Responsibilities

This role will provide YOU the opportunity to lead key activities to progress YOUR career, these responsibilities include some of the following:

• Leadership: Establish and communicate the goals and objectives of ServiceNow Configuration Management in alignment with other IT service management efforts and champion the CMDB within and throughout the organization. Make sound decisions to optimize and sustain CMDB data accuracy, working in partnership with Data Owners and Product Owners to strengthen CMDB governance and leverage automation to simplify data maintenance.
• Product Domain: Be the product domain expert - ServiceNow Configuration Management Database (CMDB) and Common Service Data Model (CSDM ) from a process and technology perspective, focusing on driving value for our business stakeholders. Own the ServiceNow CMDB governance processes and CMDB operating model and ensure alignment to the GSK Tech Configuration Management process. Own and evolve the CMDB CSDM aligned data model and be the approval authority for new CIs, CI Classes, CMDB Asset States, and Sub-states, and other key attributes that are non-service-related based on proposed and approved new CMDB use cases.
• Governance & Product Assessment . Accountable for CMDB data governance and Tech wide data stewardship including centralized audit and reporting capabilities. Drive outcomes across the ServiceNow Platform team and all Tech data owners to ensure CMDB data hygiene and accuracy is maintained. Use data to drive governance and operational improvements and to influence the strategic product domain roadmap.
• Quality, Risk & Compliance: Responsible for ensuring CMDB and CSDM governance processes and operational model are compliant with internal configuration management, security and risk management policies and practices, external regulatory and statutory requirements e.g. GxP, SARBOX
• Technical Configuration/Customization: Support the definition, design, and adoption of best practices related to the integration of the CMDB with other processes (ITSM, ITAM, and ITOM). Work with the SN Platform Product team to ensure new CMDB use cases and user journeys, GSK compliance requirements and SN CMDB best practices are aligned to ensure accurate CMDB content that is compliant and a trusted GSK Tech digital footprint.

Why you?

Basic Qualifications:

We are looking for a Configuration Manager with these required skills to achieve our goal:

• Professional ITIL Configuration Management experience within an IT Service Management setting in a complex organization
• Proven experience in a Configuration Manager role, providing solutions to solve CMDB data related business problems across multiple customers
• Experience of designing, implementing, and managing Service Management processes and / or tools
• Practical understanding of an agile delivery methodology, and relevant framework experience e.g. Scrum, Kanban, SAFe
• Excellent senior stakeholder management, strong influencing, and communication skills
• Excellent leadership skills with experience collaborating with and giving direction to cross-functional teams
• Experience working with third parties in the delivery of working products/solutions
• Experience working with diverse teams (countries and cultures) effectively
• Strong sense of urgency, ability to make things happen
• Effectively manages multiple tasks in parallel.

Preferred Qualifications:

If you have the following characteristics, it would be a plus:

• Lean Six Sigma
• ITIL Intermediate - Service Operations (v3) / ITIL Specialist – Create, Deliver and Support (v4) level qualification
• Problem Solving methods and techniques, e.g. Kepner-Tregoe
• SAFe certification

Job Application End date : 7th June 2024

*LI-GSK

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it's also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.

As an Equal Opportunity Employer, we are open to all talent. In the US, we also adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class*(*US only).

We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.

Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us on or

Please note should your enquiry not relate to adjustments, we will not be able to support you through these channels. However, we have created a UK Recruitment FAQ guide. Click the link and scroll to the Careers Section where you will find answers to multiple questions we receive

As you apply, we will ask you to share some personal information which is entirely voluntary. We want to have an opportunity to consider a diverse pool of qualified candidates and this information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. We would really appreciate it if you could take a few moments to complete it. Rest assured, Hiring Managers do not have access to this information and we will treat your information confidentially.

Important notice to Employment businesses/ Agencies

GSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK. GSK shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.

Please note that if you are a US Licensed Healthcare Professional or Healthcare Professional as defined by the laws of the state issuing your license, GSK may be required to capture and report expenses GSK incurs, on your behalf, in the event you are afforded an interview for employment. This capture of applicable transfers of value is necessary to ensure GSK's compliance to all federal and state US Transparency requirements. For more information, please visit GSK's Transparency Reporting For the Record site.