Description

You will own the design, implementation, and governance of ITIL processes including Incident, Change, Problem, and Service Request Management.

This role is hybrid.

Responsibilities

• Define and implement ITIL processes, establishing clear roles and responsibilities across the organization.
• Establish and monitor performance indicators, SLAs, and service catalogs with measurable metrics.
• Operate and maintain a Configuration Management Database (CMDB) tightly integrated with ITSM workflows.
• Conduct audits and maturity assessments to drive continual service improvement and risk reduction.
• Partner with stakeholders to build Knowledge Management capabilities and deliver actionable data analytics.

Required Skills

• Expert knowledge of the ITIL framework and experience managing Service Management transformations.
• Strong experience designing and managing ITSM processes within Service Now.
• Proficiency in Incident, Change, Problem, Request, Knowledge, and Service Level Management modules.
• Significant experience in systems analysis, business requirement definition, and process modeling.
• Demonstrated ability to lead process improvement and organizational change initiatives.
• ITIL accreditation or equivalent certification.
• Strong skills in stakeholder management, influencing, and requirements gathering.

Preferred Skills

• Bachelor's degree in a relevant field.
• 5+ years of experience in ITSM leadership roles.

Key Skills

Education

Bachelor's degree