Description

Key Responsibilities

• Govern ServiceNow ITSM modules and drive process optimization initiatives
• Define and monitor SLAs/KPIs to improve overall service delivery
• Ensure compliance with ITIL best practices across the organization
• Manage client escalations and deliver regular operational reporting

Required Skills

• 8–12 years of hands-on ITSM and ServiceNow experience
• Strong knowledge of the ITIL framework
• Proven experience in ITSM module implementation and ongoing support
• Experience governing SLAs, KPIs, and service delivery metrics

Key Skills

Education

Bachelor's degree