Responsibilities:
The role provides leadership and oversight across all ITSM process domains, ensuring:
- Ownership and documentation of ITSM Processes
- Consistent global process governance and execution
- Standardization across the MR group (all entities and operating companies)
- Quality assurance and process effectiveness (Measuring and performing QA checks to identify compliance and any gaps that need to be remediated).
- Compliance with internal policies, audit, regulatory and risk requirements
- Works closely with 2nd line (IRM) to ensure IT process align with risk management policies and guidelines
- Ownership and oversight of all ITSM audit findings and their remediation.
- Continuous improvement and digital transformation of ITSM capabilities
- Effective leadership of the Global Process Owner community
- Provide training and awareness on the ITSM Processes
- Functional management of a global team of diverse, highly performing and motivated staff of IT experts
- Working closely and coordinating with other IT units on a global level
- Global ITSM Process Strategy & Governance
- Execute and maintain the global ITSM Process governance framework, standards, documentation (guidelines and Work Instructions), and strategic roadmap.
- Ensure alignment of ITSM processes with organizational objectives, regulatory obligations, and industry best practices.
- Establish governance structures, decision-making forums, and process ownership models across all ITSM domains.
- Leadership of Global Process Owners
- Lead, mentor, and coordinate the Global Process Owner team across all ITSM processes.
- Define objectives, priorities, and performance expectations for Process Owners.
- Ensure consistent process design, documentation standards, and execution methodologies across all process areas.
Knowledge and Skills
Experience
- Minimum 10 years of experience in either IT Service Management, IT Operations (either in Infrastructure or Applications), or IT Governance.
- Minimum 5 years of leadership experience
- Senior stakeholder engagement experience
- Proven experience operating in complex multinational organizations with multiple stakeholders and regulatory environments.
Skills
- Expert knowledge of ITSM frameworks and governance models, particularly ITIL.
- Strong leadership and people management capabilities.
- Strategic thinking and enterprise-wide process management expertise.
- Excellent stakeholder management and executive communication skills.
- Strong analytical, risk management, and decision-making capabilities.
- Experience with ServiceNow and company reporting tools
If you are excited about this role but your experience does not align perfectly with everything outlined, or you don’t meet every requirement, we encourage you to apply anyway. You might just be the candidate we are looking for!
