Digital Realty

Job Description

Position Title: IT & Data Services Manager

Location - Hybrid: Dallas

Your role

We are seeking an experienced and highly skilled IT & Data Services Manager to lead and mature our IT Service Management strategy, design, and operations.

This role is critical in supporting the delivery of accurate infrastructure insights, operational resilience, and compliance across our global data center footprint—while also overseeing the integrity, structure, and reliability of configuration data across systems, including the Configuration Management Database (CMDB).

The ideal candidate is a seasoned ITSM professional with strong data governance skills who wants to drive strategy, establish standards, and guide a growing operational environment forward. You'll partner closely with IT, Facilities, Security, and DevOps teams to ensure that configuration items (CIs) are accurate, complete, and actionable within the CMDB.

What you’ll do

• Assist in the development, governance, and continuous improvement of ITSM processes (Incident, Change, Problem, Request, and Configuration Management).
• Lead the design, implementation, and governance of the enterprise CMDB strategy using ServiceNow.
• Own the configuration management process and enforce data quality, completeness, and compliance standards.
• Manage and maintain the ServiceNow CMDB, ensuring proper classification, relationships, and lifecycle states of CIs.
• Oversee the ServiceNow Discovery and Service Mapping tools to automate the population of CIs across our hybrid infrastructure (on-prem, cloud, colocation).
• Work with stakeholders across IT, data center operations, and security to ensure alignment and usability of CMDB data.
• Develop and maintain CMDB health dashboards, metrics, and reports.
• Support audit and compliance activities by ensuring traceability of infrastructure assets and configuration data.
• Partner with Change Management and Incident Management to ensure accurate CI relationships and impact analysis.
• Provide mentorship and training to other ServiceNow platform users and CMDB contributors.

What you’ll need

• Bachelor’s degree in Computer Science, Information Systems, or related technical field.
• 5+ years of experience in ITSM, managing enterprise CMDBs, with at least 3 years on ServiceNow CMDB.
• Hands-on experience with ServiceNow Discovery, including MID Server configuration and credential management.
• Strong understanding of IT infrastructure, including networking, virtualization, cloud services, storage, and data center hardware.
• Experience with Service Mapping, Business Services modeling, and dependency mapping in ServiceNow.
• Proficient in CMDB data modeling, CI class structures, and relationship definitions.
• Knowledge of ITIL practices, especially Configuration Management, Change Management, and Incident Management.
• Experience maintaining data accuracy through reconciliation, identification rules, and integration with external sources (e.g., SCCM, vCenter, AWS).
• Familiarity with compliance frameworks relevant to data centers (e.g., SOC 2, ISO 27001) is a plus.

A bit about us

Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, the company’s global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx®) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents.

To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter.

A bit about our team

Our IT team is at the heart of our business. We develop infrastructures, design and build networks, support servers and provide the first line of support by delivering rich connectivity for our customers. With new data centers coming online all the time, it’s a rapidly changing technical environment so our team is always ready to innovate and take the lead on projects. We constantly develop, deploy and support vital networks and data services that drive business performance and improve life for customers around the globe.

What we can offer you

Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers.

Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us.

Apply today, take charge of your career and grow your talents with us.

Health and Safety

Safety isn't just a priority here at Digital; it's critical to everything we do. Safeguarding lives, protecting assets, and securing data aren't just ideals - they're essential pillars of our commitment to excellence for our people, our partners and our customers. We have a culture of care where every member of Team Digital embraces a relentless pursuit of working safely across Digital Realty. Together we are Safely Powering Progress.

Our Compensation Philosophy

Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions. Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values.