Global IT Support Governance Lead

About the Role\n\nWe are seeking a Global IT Support Governance Lead to own and drive enterprise-wide governance, performance rigor, and continuous improvement of IT support services across a large, global organization.\n\nThis role serves as a central authority for IT support governance, ensuring consistency, accountability, and measurable outcomes across regions, delivery teams, and strategic service partners. The successful candidate will bring deep, end-to-end IT Service Management (ITSM) expertise, strong hands-on command of ServiceNow-driven governance, and the ability to influence outcomes at senior leadership levels without direct authority.\n\nThis is a senior individual contributor leadership role with high visibility, broad enterprise impact, and a clear long-term growth path aligned to increased scope and strategic ownership.\n\nGlobal IT Support Governance\n\n * Own, design, and continuously evolve a global IT support governance framework aligned with ITIL and enterprise standards.\n\n\n\n\n * Establish and run governance cadences that drive decisions, accountability, and execution.\n\n\n\n\n * Ensure governance consistency across regions, support towers, and delivery models.\n\n\n\n\n * Act as a point of alignment across global stakeholders to unify governance practices.\n\n\n\n\nEnd-to-End ITSM Leadership (Mandatory)\n\n * Act as a subject-matter expert across Incident, Request, Problem, and Knowledge Management.\n\n\n\n\n * Ensure strong integration across ITSM processes and prevent siloed execution.\n\n\n\n\n * Identify systemic issues spanning multiple ITSM processes and drive enterprise-level corrective actions.\n\n\n\n\nITSM Metrics \u0026 KPI Ownership\n\n * Define, govern, and interpret IT support KPIs including SLA/OLA, backlog, aging, MTTR/TTNR, and knowledge effectiveness.\n\n\n\n\n * Translate metrics into insight-driven narratives for leadership.\n\n\n\n\n * Ensure KPIs drive improvement and accountability.\n\n\n\n\nServiceNow Expertise (Mandatory)\n\n * Hands-on expertise with ServiceNow in IT support governance and execution.\n\n\n\n\n * Strong working knowledge of Incident, Request, Problem, and Knowledge modules.\n\n\n\n\n * Ability to leverage ServiceNow data to identify trends and enable executive governance discussions.\n\n\n\n\nOperational Performance \u0026 Control\n\n * Establish strong operational discipline across global IT support services.\n\n\n\n\n * Proactively identify performance risks and execution gaps.\n\n\n\n\n * Drive corrective and preventive actions through governance follow-ups.\n\n\n\n\nEnterprise Execution \u0026 Transformation\n\n * Provide governance oversight for enterprise IT support initiatives.\n\n\n\n\n * Translate strategy into execution models and measurable outcomes.\n\n\n\n\n * Maintain leadership visibility into progress and risks.\n\n\n\n\nSupplier Governance \u0026 Accountability\n\n * Own supplier governance cadences.\n\n\n\n\n * Track supplier performance and escalations end-to-end.\n\n\n\n\n * Drive improvements in support quality and accountability.\n\n\n\n\nOperating Models \u0026 Standardisation\n\n * Contribute to IT support operating models.\n\n\n\n\n * Ensure clear roles, processes, and performance measures.\n\n\n\n\n * Drive standardisation across regions and partners.\n\n\n\n\nLeadership Expectations\n\n * High ownership with minimal supervision.\n\n\n\n\n * Influence without formal authority.\n\n\n\n\n * Executive-level communication focused on insight and impact.\n\n\n\n\n * Drive strategic optimisation beyond tactical execution.\n\n\n\n\nQualifications \u0026 Experience\n\nRequired:\n\n * 10+ years in IT Support Governance / ITSM in global organisations.\n\n\n\n\n * Expert-level knowledge across all ITSM processes.\n\n\n\n\n * Strong ITSM KPI and metrics expertise.\n\n\n\n\n * Hands-on ServiceNow experience.\n\n\n\n\n * Strong stakeholder and executive communication skills.\n\n\n\n\nPreferred:\n\n * ITIL v4 certification.\n\n\n\n\n * Agile / Scrum experience.\n\n\n\n\n * Multi-vendor or outsourced support exposure.\n\n\n\n\n## Qualifications\n\n### Education:\n\nBachelor\u0027s Degree\n\n### Skills\n\n### Certifications:\n\n### Languages:\n\n### Years of Experience:\n\n7 - 10 Years\n\n### Work Experience:\n\n## Additional Information\n\n### \n\n### Shift:\n\nSwing (India)\n\n### \n\n### Travel:\n\nYes, 10% of the Time\n\n### \n\n### Relocation Eligible:\n\nYes\n\n### Referral Payment Plan:\n\nEmployee Referral (Standard)\n\nApplied Materials is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship, ancestry, religion, creed, sex, sexual orientation, gender identity, age, disability, veteran or military status, or any other basis prohibited by law. \n