Description

Lead ITSM processes, govern ServiceNow modules, and drive service delivery optimization.

This role is remote.

Responsibilities

• Lead ITSM processes including Incident, Problem, Change, and Request management.
• Govern ServiceNow ITSM modules and drive continuous process optimization.
• Define and monitor SLAs and KPIs to improve overall service delivery.
• Ensure strict compliance with ITIL best practices across all operations.
• Manage client escalations and generate comprehensive reporting.

Required Skills

• 8–12 years of ITSM and ServiceNow experience.
• Strong knowledge of the ITIL framework.
• Proven experience in ITSM module implementation and support.
• Bachelor's degree in a related field or equivalent experience.

Preferred Skills

• Experience managing client relationships and escalations.

Key Skills

Education

Bachelor's degree