Our IT Managed Services business enables customers to innovate, transform, and seize new opportunities. The Technical Operations function underpins this mission by delivering enterprise-grade, 24x7x365 technical support to mid-market clients across both public and private sectors. The Technical Operations team is integral to our ITIL v4-aligned service model, which leverages ServiceNow automation and agentic AI. We deliver a centralised, knowledge-driven shared service—engineered for speed, consistency, and technical excellence through systemised quality control and accessible, authoritative knowledge. Own and maintain SACM policy, process and governance documentation—ensuring clarity, relevance and compliance with ITIL v4 Ensure the CMDB is aligned with internal controls and audit frameworks including ISO, Cyber Essentials, and contractual requirements Design, publish and monitor data quality standards and KPIs across the CMDB and linked asset repositories Administer the CMDB RACI and ensure roles and responsibilities are well communicated and adhered to across the business Define and run periodic audits and reconciliation routines, tracking findings and supporting remediation across technical and operational teams Support onboarding of new CI classes by ensuring governance requirements are designed-in from the outset Review and approve data models, relationships and business rules within the ServiceNow CMDB to ensure they remain fit-for-purpose Contribute to platform design by advising on the impact of proposed changes to data integrity and operational control Identify risks associated with incomplete or inaccurate data and escalate appropriately, supporting resolution in line with SLA expectations Promote the use of configuration data across ITSM workflows and act as a champion for data-driven decision making Support the SACM Service Lead & Operations Manager in ensuring that governance standards and continual improvement actions are embedded across the team A detailed understanding of ITIL-aligned SACM governance and configuration management controls Hands-on experience working with ServiceNow CMDB or a similar ITSM toolset in a governance, compliance, or reporting role Familiarity with audit and compliance standards including ISO/IEC 27001, Cyber Essentials, and NIST frameworks Strong attention to detail, with the ability to interpret technical data and policies into practical, actionable controls Experience defining, managing, and reporting on configuration data quality metrics Able to design and run audits independently, using ServiceNow reports and supporting tools such as Power BI or Excel Confident working with engineers, operations teams, and leadership to resolve governance and compliance issues Excellent communication and documentation skills—able to create concise, usable process and policy documentation A proactive, collaborative working style with a clear commitment to continuous improvement ITIL v4 Foundation (Practitioner level desirable) Eligibility for UK Government SC clearance A genuine commitment to living our company values—Curious, Integrity, Accountability and Connected. Wellbeing that means something 26 days’ holiday bank holidays (and the option to buy more) plus 1 paid volunteering day every year Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave Robust sick pay of up to 13 weeks full pay 13 weeks half pay 24/7 Employee Assistance Programme for confidential support Private medical insurance for everyone, no medical-history exclusions Financial benefits that have your back Group-wide performance bonus, when we win, you win Income protection : up to 75% salary for 5 years if you ever need it Grow your career with us SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library Access to external training and apprenticeships Making a Difference MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger Plus plenty other flexible benefits to suit your lifestyle on our RewardHub, including: ULEV car scheme with 1,000 models Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover OneAdvanced is one of the UK's largest providers of business software and services serving 20,000 global customers with an annual turnover of £330M. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors. We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people. To learn more about working at OneAdvanced please click here