Business Change Manager CMDB - Salesforce - Inside IR35

IT Operations / Business Change Manager (CMDB & ServiceNow) Location: London or Leeds Rate: £400 - £500 inside IR35 Overview You’ll lead the business-side adoption of an improved CMDB and Change Management operating model within ServiceNow. The role focuses on driving behavioural change, embedding ownership, improving data quality, and ensuring teams understand and consistently follow the updated processes.Key Responsibilities CMDB Adoption & Governance

• Embed updated CMDB standards, policies, and data-ownership models across IT operations and delivery teams.
• Run workshops to clarify CI attributes, service mappings, relationships, and accountability.
• Monitor data quality, highlight gaps, and work with service owners to drive remediation.
• Support configuration audits and ensure alignment with operational, security and compliance requirements.

Change Management Enablement

• Help teams understand and follow updated Change Management processes in ServiceNow.
• Coach stakeholders on best practice for RFC creation, CAB expectations, risk assessments and approvals.
• Identify adoption gaps and drive corrective actions, including process clarifications or additional training.

Training & Communications

• Design and deliver onboarding sessions, quick-reference guides, and targeted comms to support consistent process use.
• Create clear, practical messaging for technical and non-technical teams to build buy-in and accountability.
• Act as the first point of contact for questions on process changes, ServiceNow usage and data-quality expectations.

Stakeholder Engagement

• Build strong relationships across engineering, service owners, governance, architecture, and operations teams.
• Gather feedback, identify friction points, and shape improvements to ensure processes are usable and adopted.
• Support readiness assessments and track adoption progress across different teams.

Continuous Improvement

• Work with the ServiceNow product team to refine workflows, forms, and automation that support better CMDB and Change practice.
• Analyse usage metrics (data quality, RFC success rates, policy compliance) and make recommendations for improvement.
• Ensure lessons learned are captured and rolled into ongoing operational maturity work.

Essential Skills & Experience

• Strong understanding of CMDB concepts, Configuration Management, and ServiceNow data structures.
• Solid experience supporting Change Management processes in an ITIL-aligned environment.
• Proven background in business change, training, comms, or adoption within IT operations.
• Confident running workshops, building stakeholder alignment, and simplifying complex processes.
• Able to translate operational policies into practical, usable guidance for teams.