Job Description
About The Role
We are looking for an experienced ITIL Governance professional who can lead and strengthen enterprise-wide IT Service Management (ITSM) practices across the organization. This role is focused on driving governance, process ownership, operational discipline, and continual service improvement aligned with ITIL v4 best practices.
The ideal candidate has strong hands-on experience implementing and governing multiple ITIL processes within enterprise or shared services environments. This person should be capable of working across technical and business teams, establishing governance standards, driving process adoption, and ensuring accountability across the IT organization.
This role requires someone who goes beyond operational incident handling and has deep understanding of end-to-end ITSM governance, service lifecycle management, and process maturity improvement.
Key Responsibilities
Own and govern core ITIL processes across the organization, including:
Incident Management
Major Incident Management
Problem Management
Change Enablement / Change Management
Service Request Management
Knowledge Management
Continual Service Improvement (CSI)
Service Level Management
Configuration Management / CMDB
Event & Monitoring Management
Service Transition and Early Life Support (ELS)
Establish and enforce ITSM governance standards, policies, workflows, and operational controls aligned with ITIL v4 practices
Lead governance reviews, CAB meetings, SLA/KPI reviews, post-incident reviews, and operational performance discussions
Drive ITSM process maturity improvements across multiple support and resolver teams
Partner with infrastructure, applications, cybersecurity, service desk, and business stakeholders to ensure process compliance and operational alignment
Develop governance dashboards and reporting for SLA performance, change success rates, incident trends, backlog management, and operational risks
Identify process gaps, operational inefficiencies, and recurring service issues through data analysis and root cause reviews
Lead Continual Service Improvement initiatives to improve service quality, operational efficiency, and customer experience
Ensure proper documentation, process standardization, and knowledge management practices across the organization
Support ITSM tool governance and optimization initiatives (e.g., ServiceNow, Jira Service Management, or similar platforms)
Conduct ITIL awareness sessions, governance workshops, and process coaching across teams to strengthen ITSM adoption and accountability
Qualifications
Bachelor's Degree in Information Technology, Computer Science, Engineering, or related field
At least 8–12 years of experience in IT Service Management, Service Delivery, or IT Operations
Strong hands-on experience managing and governing multiple ITIL processes in enterprise environments
Proven experience in ITSM governance, process implementation, operational reviews, and service improvement initiatives
ITIL v4 Certification is required
Preferably ITIL v4 Managing Professional, Practice Manager, or higher certifications
Strong understanding of ITIL lifecycle, governance frameworks, SLA management, and service operations
Experience facilitating CAB meetings, governance reviews, RCA discussions, and executive reporting
Experience working with ITSM platforms such as ServiceNow, Jira Service Management, Remedy, or similar tools
Strong stakeholder management and communication skills, with ability to influence teams across different functions and levels
Experience working in multinational, shared services, or highly regulated environments is an advantage
Preferred Profile
We are looking for someone who:
Has implemented and governed ITIL processes beyond Incident Management
Can drive operational discipline and accountability across teams
Understands both governance and operational realities
Is comfortable working with senior stakeholders and technical teams
Can lead service improvement initiatives using data and operational insights
Has experience mentoring teams and promoting ITSM best practices across the organization
