ITSM Data Quality Manager

In this role you will own the ITSM data quality framework and drive improvement across Burberry and service partners. You will ensure data accuracy and trust to enhance the colleague service experience, reduce friction, and enable self-service and automation. You’ll work with process, platform and supplier teams to embed quality requirements into ITSM lifecycle and transitions, supporting reliable reporting and informed decision-making. You will lead data quality governance to sustain high-quality CMDB and configuration data and measure progress through governance forums.

• Own and maintain the ITSM data quality framework, standards, controls and improvement roadmap
• Define and govern quality and lifecycle standards for core ITSM and knowledge data
• Assess data quality, identify root causes and prioritise remediation for gaps, duplicates, aged records and ownership issues
• Ensure internal teams and service partners fulfil data ownership, stewardship and remediation responsibilities
• Embed data quality requirements into ITSM processes, service transitions and supplier transitions
• Use ITSM data to define and measure service experience improvements with cross-functional owners
• Assure CMDB, asset and configuration data quality and support SIAM reporting
• Report data quality health, risks and remediation progress through governance forums

• Experience in data quality, governance, analysis and remediation within a technology or service environment
• Strong analytical skills with ability to identify root causes and translate findings into improvements
• Experience using data quality measures, exception reporting, scorecards or remediation trackers to drive action
• Experience using service data, user feedback and journey analysis to identify friction and define measurable improvements to operational service engagement
• Strong stakeholder and supplier management skills with ability to establish ownership and accountability
• Working knowledge of ITSM and ITIL processes; knowledge of CMDB, asset or configuration data is desirable
• Pragmatic, structured and improvement-focused with clear written and verbal communication skills

• Stakeholder management
• Analytical thinking
• Communication
• Data quality governance
• Root cause analysis
• ITSM/ITIL processes