Head of & Configuration Management

Location:
Edinburgh (Hybrid) In this position, you’ll be based in the Edinburgh office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at

Computershare have an exciting new position whereby you will join our Computershare Technology Services team, as Head of Change & Configuration Management.

Computershare Technology Services (CTS) provides global technology and infrastructure/support services for existing Computershare proprietary software together with a full range of development services for new products.

CTS globally has approximately 1,500 employees and is made up of Service Delivery, Development Centre of Excellence, Digital Centre of Excellence and technology groups, aligned to our global business lines.

The Head of Change & Configuration Management is accountable for establishing and driving a mature, high‑performing IT Change and Configuration Management capability. A core responsibility of the role is the strategic ownership, accuracy, and continual development of the CMDB (Configuration Management Database) - positioning it as a foundational data asset that enables effective decision‑making, risk management, service reliability, and operational excellence across the organisation.

The role is responsible for delivering and maintaining a robust CMDB through the implementation, governance, and ongoing enhancement of the Common Service Data Model (CSDM). This includes championing its adoption, educating stakeholders, and ensuring that configuration data is complete, trusted, and delivering maximum value to the business.

Alongside Configuration Management, the position leads an efficient and controlled Change Management process, ensuring changes are assessed, approved, and implemented with quality, transparency, and appropriate risk management in line with business objectives.

The role will manage a team of IT Service Delivery Managers and Analysts, providing leadership, mentoring, and guidance to drive high standards of performance. It also plays a key part in delivering continuous improvement initiatives across Change and Configuration Management to increase data quality, process maturity, and operational efficiency.

• Oversee the end-to-end IT Change Management process for Computershare ensuring changes are well planned and implemented with governance to protect operations in a fast-moving financial organisation.
• Drive an efficient and effective IT Change Management process which maximises the quality of IT Change whilst promoting the visibility, management and acceptance of the risks of Changes in line with the business objectives.

• Responsible for defining and delivering the strategic management and day to day operations of our CMDB within the Service Now platform.
• Develop, implement and maintain policies and procedures for CMDB data governance, ensuring data accuracy, completeness and compliance.
• Promote CMDB utilization and value across key ITIL processes and stakeholders (Incident, Problem, Change, Request Catalog).

• Implement and maintain the Service Now CSDM architecture in accordance with best practices and industry standards.
• Ensure that the CSDM accurately represents the IT infrastructure, services, and relationships across the enterprise.
• Responsible for defining and managing the organisations enterprise-wide data model within the IT Service Management (ITSM) framework, leveraging Service Now.
• Ensuring that the configuration management database (CMDB) and related IT systems accurately reflect the IT environment, align with business objectives and support efficient management processes like incident, problem and change.

An excellent understanding of work routines and procedures used to support successful adherence to ITIL aligned service policies. The role will manage and define technical and operational procedures, which require advanced knowledge and awareness on how to apply them.

This…