Key Responsibilities

1. Service Management Practice Setup & Leadership

• Design, establish, and lead the Service Management practice aligned to ITIL v4 principles.
• Define the service management operating model, governance structure, RACI, and escalation paths.
• Build and lead a central Service Management Office (SMO) or equivalent function.
• Act as the organizational authority on ITSM policies, standards, and best practices.

2. ITIL Process Ownership & Maturity

Own and mature end-to-end ITIL processes, including but not limited to:

• Incident Management
• Problem Management
• Change Enablement
• Service Request Management
• Service Level Management
• Configuration & Asset Management (CMDB)
• Knowledge Management
• Availability, Capacity, and Continuity Management
• Define process KPIs, maturity models, and continuous improvement roadmaps.
• Ensure processes are consistently adopted across teams, suppliers, and regions.

3. Service Performance & Governance

• Establish service performance management, including SLAs, XLAs, OLAs, and underpinning contracts.
• Lead service reviews, operational governance forums, and continual service improvement (CSI) initiatives.
• Drive data-driven insights using service metrics, trends, and root cause analysis.

4. Tooling & Automation

• Own or influence the ITSM toolset strategy (e.g., ServiceNow, BMC, Jira Service Management).
• Ensure tools effectively support ITIL processes, automation, self-service, and reporting.
• Partner with platform teams to drive workflow optimization and AI/automation adoption.

5. Stakeholder & Supplier Management

• Act as a trusted advisor to senior IT and business stakeholders on service quality and improvement.
• Govern service delivery across internal teams and external service providers.
• Ensure supplier services align with service management standards and contractual commitments.

6. Transformation & Continuous Improvement

• Lead service management transformation initiatives, including process standardization and cultural change.
• Embed continual improvement as a core practice across delivery teams.
• Support audits, compliance requirements, and operational risk management.

Required Skills & Experience

Experience

• 10+ years in IT Service Management, Service Delivery, or Operations roles.
• Proven experience setting up or transforming an IT Service Management practice at scale.
• Strong hands-on leadership across multiple ITIL processes.
• Experience operating in complex, multi-vendor or global environments.

Skills & Competencies

• Deep knowledge of ITIL v4 practices and service lifecycle management.
• Strong leadership, influencing, and stakeholder management skills.
• Ability to balance process governance with pragmatic delivery outcomes.
• Excellent analytical, problem-solving, and communication skills.
• Strong understanding of service metrics, reporting, and performance management.

Certifications (Preferred)

• ITIL v4 Managing Professional or Strategic Leader
• ITIL Expert (v3) or equivalent
• COBIT, SIAM, or ISO/IEC 20000 knowledge (advantage)

Key Outcomes / Success Measures

• Established and operational Service Management practice with clear governance
• Improved service stability, predictability, and customer satisfaction
• Measurable improvement in ITIL process maturity
• Consistent SLA/XLA achievement across services and suppliers
• Embedded culture of continual service improvement