Senior ITSM Process Specialist

About the role

We are seeking a Senior ITSM Process Specialist to lead the design, implementation, governance, and continuous improvement of IT Service Management processes across our globally focused organization.

Key responsibilities

• Develop and maintain the ITSM process framework, standards, policies, and governance model.
• Design, implement, and continuously improve processes for incident, problem, change, request, configuration, knowledge, service‑level, asset, availability, capacity, and service‑continuity management.
• Establish clear process ownership, roles, responsibilities, controls, workflows, and escalation paths.
• Assess existing processes, identify improvement opportunities, and lead maturity assessments and road‑maps.
• Monitor performance metrics, produce dashboards, and drive continuous‑improvement initiatives using Lean, Six Sigma, or ITIL methodologies.

Required profile

• Extensive experience in IT Service Management, preferably senior level.
• Strong understanding of ITIL best practices and ability to align processes with business objectives.
• Proven track record of leading process improvement, automation, and governance initiatives.

Required skills

• Service management governance
• Process improvement
• Service‑level management
• Process design
• Lean Six Sigma
• Configuration management
• Incident Management
• ITIL