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.

The Senior Manager, ServiceNow CMDB and Analytics is responsible for the strategic direction, governance, operational excellence, and continuous improvement of the ServiceNow Configuration Management Database (CMDB) and enterprise platform analytics capabilities.

Applicants must be currently authorized to work in the United States on a full-time basis.

Monitor and manage operational KPIs including CMDB Health, CI completeness, correctness, compliance, and relationship integrity identifying trends and driving improvements in team execution. Manage budgets, vendor relationships, staffing models, and resource planning in support of goals and performance commitments.

Lead, coach, and develop a team of CMDB administrators and analysts, data and anlalytics specialists, and governance specialists. 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 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.

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.

Develop executive dashboards and KPI reporting for platform performance and service management processes.

Identify and recommend opportunities to automate reporting and data quality management activities.

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.

Lead, coach, and develop a team of CMDB administrators and analysts, data and anlalytics specialists, and governance specialists.

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.

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. Master's degree in a relevant discipline.

Ability to influence and collaborate across teams, with strong presentation, written, and verbal communication skills.

Strong data governance, data quality, and data management expertise.

Ability to translate business needs into practical technology support solutions.

Strong financial and operational acumen, including budget management, problem solving, and decision making.

Working knowledge of ITIL/ITSM principles, IT Operations, and enterprise support tools.

ITIL Foundation or Intermediate certification.

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

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. Join our Talent Community to stay updated on opportunities with Ahold Delhaize USA. You’ll be the first to know about new positions that match your career aspirations. To join, click here: Talent Community - Ahold Delhaize USA (careerswithus.com) .

At Ahold Delhaize USA, we provide services to one of the largest portfolios of grocery companies in the nation, and we're actively seeking top talent.

Our team shares a common motivation to drive change, take ownership and enable our brands to better care for their customers. We thrive on supporting great local grocery brands and their strategies. Our associates are the heartbeat of our organization. We are committed to offering a welcoming work environment where all associates can succeed and thrive. Guided by our values of courage, care, teamwork, integrity (and even a little humor), we are dedicated to being a great place to work. We believe in collaboration, curiosity, and continuous learning in all that we think, create and do. While building a culture where personal and professional growth are just as important as business growth, we invest in our people, empowering them to learn, grow and deliver at all levels of the business. Learn More About Our Benefits - Click Here

Ahold Delhaize USA is an equal opportunity employer.

Under the Federal Transparency in Coverage rule, group health plans are required to make publicly available machine-readable files that include in-network rates and out-of-network allowed amounts and billed charges. Click here to view the in-network rates and out-of-network allowed amounts and billed charges for health benefits offered by Ahold Delhaize USA.

Our employees and prospective employees are treated with respect and dignity. As an equal opportunity employer, we comply with all applicable federal, state and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status or any other characteristic protected by law.

We provide reasonable accommodations to applicants and employees with disabilities. If you have a disability and require assistance in the application process, please contact our Talent Acquisition Department at [email protected].