Job Overview:
Arm is evolving its Enterprise IT operating model by combining ITIL v4 service management with reliability engineering. Central to this is a CMDB and service registry that improves service visibility, impact analysis, governance, automation, and operational decision‑making.
This role is responsible for the vision, roadmap, governance, and adoption of the CMDB and asset capability as an enterprise platform. It blends product ownership, service data architecture, and federated governance to strengthen operational resilience, change, incident and problem management, risk transparency, and automation. The role leads the simplification and evolution of a fragmented landscape, working with internal teams and partners to deliver a service‑centric model that improves data quality, enables federated ownership, and establishes the CMDB as a trusted source of service intelligence.
Responsibilities:
- Define and evolve a service-centric configuration data model aligned to ITIL v4 principles and Arm’s reliability-led operating model.
- Lead the redesign and simplification of the current CMDB landscape, including rationalisation of CI classes, relationships and dependency modelling.
- Partner with the external consultancy and relevant internal teams to assess the current state, define the target state and deliver a practical transformation roadmap.
- Establish the CMDB as a trusted enterprise service registry that supports impact analysis, service assurance, change decision-making and operational reporting.
- Chair or lead the appropriate CMDB governance forum, driving decisions on standards, scope, ownership, exceptions and critical issue paths.
- Build strong relationships with domain owners across infrastructure, applications, end user computing, cloud and other service areas to embed clear accountability for service and configuration data.
- Define and track meaningful performance and data quality measures, such as ownership coverage, data trust, automation enablement and service dependency completeness, and report progress across different IT and Arm forums.
- Work closely with architecture, service management, engineering and platform teams to align the CMDB with service taxonomy, operating model and wider platform objectives.
- Ensure the configuration model supports key operational and control outcomes, including incident impact assessment, change risk evaluation, resilience planning, audit support and service-to-risk traceability.
- Enable greater automation by improving the quality, structure and usability of service data, including support for automated validation, service dashboards and future AI-enabled operational use cases.
- Champion the value of the CMDB across EIT, helping teams see it as an operational enabler rather than a compliance exercise, and driving sustained adoption across a federated model.
- Support transition to sustainable business-as-usual operation through appropriate documentation, governance and capability.
Required Skills and Experience:
- Significant experience leading Configuration Management, Service Data or similar enterprise platform capabilities in a complex technology environment.
- Experience acting in a product, service or capability ownership role, including roadmap management, prioritisation and engagement plus redesigning, simplifying or improving CMDB environments.
- Solid understanding of ITIL v4, particularly Service Configuration Management and related service management practices.
- Ability to translate technical or data issues into clear business language.
- Experience defining governance, ownership and accountability models for shared enterprise data or platform capabilities.
- Familiarity with enterprise ITSM platforms such as ServiceNow.
“Nice To Have” Skills and Experience:
- Practical understanding of SRE concepts such as service ownership, SLOs, SLIs, error budgets and operational reliability measures.
- Experience integrating CMDB or service data with observability, monitoring or data platforms!
- Experience of large-scale CMDB transformation or modernisation programmes.
- Familiarity with data quality, data governance or master data management approaches.
- Exposure to automation, AIOps or AI-enabled service operations!
In Return:
With Arm’s growth trajectory, you’ll have clear opportunities to develop your career, take on new challenges, and make a real impact on our continued success.
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Accommodations at Arm
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Hybrid Working at Arm
Arm’s approach to hybrid working is designed to create a working environment that supports both high performance and personal wellbeing. We believe in bringing people together face to face to enable us to work at pace, whilst recognizing the value of flexibility. Within that framework, we empower groups/teams to determine their own hybrid working patterns, depending on the work and the team’s needs. Details of what this means for each role will be shared upon application. In some cases, the flexibility we can offer is limited by local legal, regulatory, tax, or other considerations, and where this is the case, we will collaborate with you to find the best solution. Please talk to us to find out more about what this could look like for you.
Equal Opportunities at Arm
Arm is an equal opportunity employer, committed to providing an environment of mutual respect where equal opportunities are available to all applicants and colleagues. We are a diverse organization of dedicated and innovative individuals, and don’t discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.