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
We give you a world of potential
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.
A role you will love
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.
Key responsibilities include:
Change Management
* 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.
Configuration Management Data Base (CMDB)
* Responsible for defining and delivering the strategic management and day to day operations of our CMDB within the ServiceNow 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).
Common Service Data Model (CSDM)
* Implement and maintain the ServiceNow 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 ServiceNow.
* 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.
What will you bring to the role?
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 position requires strong leadership skills, technical expertise, and a commitment to delivering high-quality services, as well as a thorough understanding of industry to support continuous improvement and project related activities.
You will have outstanding attention to detail and evaluative judgment based on best practice and previous experience.
Other skills & experience include:
* ITIL Certification: ITIL v3+ Foundation is essential. Intermediate or Expert level preferred.
* ServiceNow Expertise: Hands-on experience with ServiceNow modules (Change, CMDB, Discovery, Service Mapping).
* Strong understanding of IT infrastructure (networks, servers, cloud), DevOps practices, and automation tools.
* CMDB/CSDM – Proven track record of implementing and managing CMDB and CSDM processes in complex environments.
* Data Governance and CSDM: Ability to design and maintain Common Service Data Model (CSDM) architecture and enforce CMDB data quality policies.
* CMDB Delivery & Governance: Track record of managing CMDB lifecycle, ensuring data accuracy, completeness, and compliance.
* Experience of managing teams who need to collaborate across multiple locations.
Rewards designed for you
Flexible work to help you find the best balance between work and lifestyle.
Health and wellbeing rewards that can be tailored to support you and your family.
Invest in our business by setting aside salary to purchase shares in our company, and you'll receive a company contribution as well.
Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future.
And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit
A company to be proud of
We're a global leader in financial administration with over 11,000 employees across more than 22 different countries. At Computershare, it's more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities.
Fairness and culture
We're dedicated to providing you with the opportunity to succeed on your own merits, starting from the application process and continuing throughout your career with us. Our goal is to create an environment where everyone feels valued, to remove barriers and obstacles and ensure equal opportunities for all. For support with accommodations or adjustments during our recruitment process please visit for further information.
Our Technology Services team is a place where new ideas and approaches are welcomed, and every individual is equipped and empowered to create change. We're a rapidly evolving and diverse global business and there is always something to learn, opportunities to explore and a broad range of career paths to progress along.