Job Summary

Proficiency in creating and maintaining ITSM process documentation, including policies, workflows, RACI models, and operating procedures. \\\\r\\\\n\\\\r\\\\nKnowledge of continual improvement, compliance auditing, and service governance models. \\\\r\\\\n\\\\r\\\\nAbility to coach, guide, and support operational teams to ensure process adherence and maturity. \\\\r\\\\n\\\\r\\\\nStrong organizational and coordination skills to manage multiple stakeholders and priorities effectively.

Key Responsibilities

Own and manage end-to-end ITSM processes including Incident, Change, Problem, Request, Knowledge, and Release Management. Define, implement, and maintain ITSM process policies, standards, procedures, and governance frameworks. Establish, track, and continuously improve process KPIs, CSFs, and performance dashboards to ensure service quality and efficiency. Ensure effective management of SLAs, OLAs, and Underpinning Contracts (UCs) in collaboration with service owners and vendors. Conduct regular process health checks, audits, and maturity assessments to ensure compliance with ISO/IEC 20000 and organizational standards. Drive continual service improvement (CSI) initiatives based on data-driven insights and stakeholder feedback. Act as the primary point of accountability for process escalations, non-compliances, and improvement actions. Collaborate closely with operations teams, service owners, suppliers, and governance bodies to ensure seamless process execution. Ensure ITSM processes are aligned with ITIL 4 practices, organizational objectives, and evolving business needs.

Skill Requirements

Strong stakeholder communication skills with the ability to engage and influence at operational, tactical, and strategic levels. Proven experience in owning and managing ITSM processes in a live operational environment. Demonstrated expertise in defining and governing process controls, metrics, and compliance mechanisms. Experience working in global, multi-vendor service delivery environments. Hands-on experience with ITSM tools such as ServiceNow, BMC Remedy, or similar platforms. Must have ITIL 4 Foundation and Intermediate certifications; ISO/IEC 20000 knowledge or certification is highly desirable. Strong analytical skills to identify trends, risks, and improvement opportunities across ITSM processes. Ability to balance standardization and flexibility while operating within enterprise governance models.

Other Requirements

Proficiency in creating and maintaining ITSM process documentation, including policies, workflows, RACI models, and operating procedures. Knowledge of continual improvement, compliance auditing, and service governance models. Ability to coach, guide, and support operational teams to ensure process adherence and maturity. Strong organizational and coordination skills to manage multiple stakeholders and priorities effectively.