Job Summary
IT Service Management - Process Manager
Key Responsibilities
Key Responsibilities ITSM Process Governance • Define, maintain, and govern ITSM processes including Incident, Problem, Change, Request, Knowledge, CMDB, and Service Level Management. • Establish process policies, standards, procedures, and controls. • Ensure adherence to ITIL best practices and organizational governance requirements. • Drive process maturity assessments and roadmap development. • Monitor compliance with established processes and initiate corrective actions where required. Continuous Service Improvement • Identify process gaps, inefficiencies, and service delivery risks. • Lead improvement initiatives to enhance operational effectiveness and customer experience. • Analyze service performance metrics and recommend corrective or preventive actions. • Conduct periodic process reviews and maturity assessments. • Drive automation opportunities within ITSM tools and workflows. Service Management Operations • Oversee end-to-end execution and governance of ITSM processes. • Support Major Incident, Problem Management, Change Management, and CAB activities. • Ensure SLA, OLA, and KPI compliance across services. • Manage escalations related to process adherence and service performance. • Review trends and recurring issues through RCA activities. Stakeholder Management • Partner with business leaders, service owners, delivery teams, and customers. • Facilitate governance reviews and service management forums. • Present service performance reports and improvement plans to leadership. • Build strong cross-functional relationships to support service excellence initiatives. Reporting & Analytics • Define Critical Success Factors (CSFs), KPIs, and operational metrics. • Produce executive dashboards and governance reports. • Analyze trends relating to incidents, changes, service requests, and process compliance. • Track process effectiveness and business outcomes. ITSM Tool Management • Drive governance and optimization of ServiceNow or equivalent ITSM platforms. • Collaborate with platform teams on workflow improvements and automation. • Ensure CMDB integrity, process integration, and reporting accuracy. • Support audits and compliance activities.
Skill Requirements
Technical Skills • ITIL v4 Foundation/Managing Professional/Expert certification. • Strong knowledge of: o Incident Management o Problem Management o Change Enablement o Request Fulfillment o Knowledge Management o Service Level Management o CMDB & Configuration Management • ServiceNow ITSM administration and governance. • KPI, SLA, and operational reporting. • Power BI, Excel, and dashboarding tools. Leadership Skills • Process governance and ownership. • Stakeholder and vendor management. • Program and project management. • Workshop facilitation and executive presentations. • Risk management and decision-making. • Strong analytical and problem-solving capabilities
Other Requirements
Bachelor\'s degree in Computer Science, Information Technology, or related field. ITIL Certification (mandatory). ServiceNow certifications preferred. PMP, Lean Six Sigma, or Agile certification desirable.