Director, Configuration Management

JOB SUMMARY 

Director, Configuration Management is a Global technology leader responsible for defining, governing and operationalizing Marriott International’s IT Configuration Management, Service Mapping and ITOM Discovery Capabilities. This role serves as the product owner of the ServiceNow CMDB and ITOM capabilities, providing governance over Marriott Configuration Management processes and configuration data.  The Director of Configuration Management partners closely with IT Service Management (ITSM), IT Asset Management (ITAM), and Global Information Security (GIS) capability and process owners to ensure configuration data is consistently aligned across Marriott IT processes, enabling accurate, trusted, and scalable data. This leader establishes and maintains governance over Marriott’s configuration data, driving accountability across product and service owners. The role leads a high performing team of senior technical and systems analysts as well as manages strategic partners, while owning the multiyear roadmap for CMDB, Discovery, and Service Mapping capabilities as part of the ServiceNow Platform.  

CANDIDATE PROFILE 

Education and Experience 

Required 

• 10+ years of experience in Information Technology, including:  

• 5+ years leading enterprise scale Configuration Management, CMDB, and/or ITOM functions 

• 5+ years’ experience with ServiceNow CMDB, CSDM, Discovery, Service Mapping, and other data sources like Service Graph Connectors  

• 5+ years partnering with or supporting ITSM and ITAM programs 

• 5+ years leading managers or senior technical teams 

• Bachelor’s degree in computer science, Engineering, or related discipline, or equivalent experience 

Preferred 

• Experience with managing enterprise CMDB governance across diverse stakeholders   

• Experience with federated / multisource CMDB architecture 

• Experience with CSDM implementations 

• Understanding of ServiceNow ITOM discovery process for cloud (AWS, Azure), containers (Kubernetes, EKS, OpenShift), and hybrid environments 

• Experience integrating Configuration Management with ITSM, ITAM, Change, Incident, Event, and Risk processes 

• Experience operating in regulatory and audit driven environments 

• Experience building business cases, road maps, and investment justifications 

• Knowledge of Agile, Lean, and Design Thinking 

• ITIL v4 Foundation 

• Experience leading large CMDB improvement projects across multiple stakeholders 

CORE WORK ACTIVITIES 

• Provide enterprise leadership and strategic ownership for Configuration Management, CMDB, Discovery, and Service Mapping capabilities. 

• Establish and enforce global governance, standards, and accountability for configuration data across technology domains. 

• Drive continuous improvement processes across Configuration Management, CMDB, Discovery and Service Mapping capability areas. 

• Integrate Configuration Management discipline with Technology Asset Management, IT Service Management, and Information Security processes and controls. 

• Partner with the ServiceNow Platform team with ServiceNow Maturity Initiatives 

• Deliver actionable metrics, insights, and reporting to enable executive decisionmaking. 

• Lead and develop highperforming teams and strategic partners. 

• Drive organizational change, adoption, and continuous improvement to improve data quality, automation, and business value. 

• The Director will lead and govern a third‑party service provider responsible for day‑to‑day CMDB operational activities, ensuring data accuracy, timeliness, and adherence to enterprise standards. This role is accountable for vendor performance management, operational metrics, and continuous improvement aligned to ITSM and CMDB governance. 

• Oversee Flexera administration and operational support including but not limited to beacon/agent management, certificate renewals, user access, and providing day-to-day support to ITAM resources. 

Enterprise Leadership & Strategy 

• Serve as the product owner for Marriott’s Configuration Management, CMDB, and Service Mapping capabilities. 

• Define and execute the enterprise Configuration Management strategy aligned to ITOM, ITSM, ITAM, and technology modernization initiatives. 

• Establish and maintain a multiyear roadmap to improve CMDB accuracy, discovery coverage, automation, and business value. 

• Represent Configuration Management across organizational forums, governance councils, and steering committees. 

Governance, Data Ownership & Standards 

• Establish and manage a global CMDB governance operating model, including data ownership, stewardship, and accountability. 

• Define and maintain data quality standards, certification criteria, and health metrics aligned to configuration management/CMDB processes. 

• Ensure configuration data supports audit readiness, cybersecurity, and regulatory controls. 

• Drive consistent adoption of configuration management standards across platforms and product teams. 

CMDB, Discovery & Service Mapping 

• Own the strategic direction of ServiceNow CMDB capabilities to include Discovery, Integrations and Service Mapping  

• Partner with Key Stakeholders to define future discovery and integration requirements to improve data completeness, accuracy, and timelines for Marriott Configuration Items 

• Integration with Technology Asset Management 

• Partner closely with Hardware and Software Asset Management leaders to align discovery and data requirements 

• Improve discovery process to enhance asset data requirements to support lifecycle management, audit evidence, and cost optimization through accurate configuration data. 

• Support ITAD, refresh planning, and decommissioning activities through reliable CMDB intelligence. 

Integration with IT Service Management 

• Partner closely with ITSM Capability teams (Change, Incident, Problem and Knowledge) to align CMDB, Discovery and Service Mapping requirements to improve processes 

Metrics, Insights & Reporting 

• Establish and maintain CMDB operational KPIs focused on health, coverage, and value realization. 

• Deliver executivelevel dashboards and insights to support risk, investment, and operational decisions. 

• Empower CI and data owners with actionable reporting and selfservice visibility. 

Team & Vendor Leadership 

• Lead and develop a team of Senior Technology Analysts and Senior Systems Analysts. 

• Manage a blended workforce of Marriott associates and strategic partners. 

• Foster a culture of accountability, innovation, continuous improvement, and customer centricity. 

Change, Adoption & Continuous Improvement 

• Lead organizational change management for CMDB, discovery, and service mapping enhancements. 

• Ensure enhancements are well documented, communicated, and adopted across stakeholder communities. 

• Apply Design Thinking to rapidly cocreate solutions with customers and partners. 

• Continuously evaluate emerging technologies and practices to futureproof Configuration Management capabilities. 

Leading People & Human Resources Activities 

• Build and sustain a highperforming, inclusive team culture. 

• Coach, mentor, and develop leaders and subject matter experts. 

• Participate in hiring, succession planning, and workforce strategy. 

• Provide performance feedback, evaluations, and recognition. 

Additional Responsibilities  

• Communicate effectively with executives, peers, and teams. 

• Manage conflict constructively and drive resolution. 

• Present complex concepts clearly and concisely. 

• Perform other reasonable duties as assigned.