GD - ITSM Process Owner and SDM Manager - 1570

The Global Service Management team is dedicated to ensuring the seamless operation and compliance of our IT services. This team plays a critical role in maintaining service excellence and supporting strategic initiatives across multiple domains.

• IT Service Management: Responsible for Incident, Problem, Change, Configuration, Service Request, Knowledge, Service Catalog, Service Level Management, and Technology Crisis Response
• Compliance: Supports essential compliance initiatives for ISO 27001/27017, SOC2, and internal audits
• Business Continuity & Disaster Recovery: Ensures the resilience and recoverability of Cloud services and components

Operations Reporting: Provides critical reports and insights to inform decision-making and service improvements

Technical skills required to perform this role

• Knowledge in industry standards, related to areas defined in: ITIL, Lean Six Sigma, ISO 20000, DevOps is a must
• Good knowledge of cloud technologies, primarily Microsoft Azure & Google Cloud Technologies
• Understanding of Agile / Scrum / DevOps approach to realize business value for the customer
• Skilled in data analytics through reports to assess process health, identify gaps, and recommend actionable improvements.
• Experience managing service management processes, policies, procedures, and guidelines
• Strong leadership skills and the ability to work effectively with business people and IT operations staff
• Ability to lead and motivate cross-functional, interdisciplinary teams to achieve tactical and strategic goals
• Excellent verbal, written and interpersonal communication skills, including the ability to communicate effectively with the Operations, Product and Development teams, management, and business personnel
• Professionalism and commitment which includes investing time outside office hours when deemed required
• Ability to build productive relationships with peers and customers
   

Experience/Knowledge 

• Strong understanding of ITIL framework (ITIL certification preferred).
• Experience with ServiceNow or similar ITSM platforms.
• Excellent communication and stakeholder management skills.
• Analytical mindset with experience in metrics and reporting.
• High proficiency in English (spoken and written).
• Experience of working in a multi-cultural and multi-vendor environment in a multi-discipline team in multiple country locations with sound knowledge in building effective working relationships. 
• Up-to-date market understanding of cloud technologies 
• Experience in technology architecture in an enterprise environment 
• Experience in ITSM process governance 
• Demonstrable experience with Service Operations 
• A strong understanding of IT / Business processes, challenges, and issues 
• Attention to detail and pride in well-presented and accurate work; Strong problem solving, analytical, and independent judgment skills to support an environment driven by customer service and teamwork
• Must be able to work autonomously and independently with minimal guidance

Open to adopting artificial intelligence and keen to identify and implement automation opportunities that improve ITSM process efficiency, governance, decision-making, and service outcomes.

Description of level of Qualifications

• Bachelor's degree in Information Technology or Computer Science or related discipline or equivalent professional experience
• 8+ years of experience in IT Service Management, with 4+ years professional experience in IT Service Management  

• ITIL Certification is a must: ITIL Managing Professional, Practice Manager certification is a plus

• Familiarity with ITSM platforms (e.g., ServiceNow) 
• Demonstrated ability to engage and brief senior leadership and executives 
• Exceptional Major Incident communication skills and decision‑making skills under pressure