Process & Service Manager

About the Role

We are looking for an experienced ITSM Process & Service Management Governance Lead to drive process excellence, service data quality, and platform readiness across a multi-country organisation.

You will own governance for core ITSM processes, oversee the quality and structure of service and configuration data, and act as the key process/data SME for any future ITSM platform transition.

Key Responsibilities

• Own process design, KPIs, SLAs, and governance for Incident, Problem, Change, and Request Management.
• Ensure compliance with Bauer playbooks, including CAB governance, shift-left practices, and early support involvement.
• Conduct process audits and drive continuous improvement across countries.
• Govern Hypercare for major changes and releases.
• Own CSDM and service-model governance, including CI classes, relationships, service offerings, and resolving-team mappings.
• Monitor and improve CMDB data quality across completeness, correctness, and compliance.
• Maintain the service catalogue and service-offering structure as the trusted foundation for ITSM processes.
• Act as the process and data SME for the ServiceNow vs. Halo evaluation and any subsequent migration.
• Ensure service, CI, and process models can transition without loss of data, relationships, or process maturity.
• Bridge business requirements and technical delivery teams, owning the “what and why” while technical teams own the “how.”

What You Bring

• ITIL 4 Foundation with practical experience in Incident, Problem, Change, and Request Management.
• Experience in ITSM process governance across multiple countries and teams.
• Strong understanding of CMDB, CSDM, service modelling, and configuration management.
• Experience with process KPIs, SLAs, compliance, and continuous improvement.
• Ability to translate business and process requirements into clear direction for technical platform teams.
• Comfortable working as a governance/SME lead without being a hands-on platform administrator.

Nice to Have

• ServiceNow CIS – Data Foundations or equivalent CSDM experience.
• Familiarity with Halo ITSM / Service Automation Framework (SAF).
• Knowledge of ITIL 4 Service Configuration Management and IT Asset Management.
• Experience with an ITSM platform evaluation or migration.

Success Measures

• Improving CMDB/CSDM data quality quarter over quarter.
• Increased accuracy of service-offering and resolving-team mappings.
• Improved compliance across Incident, Problem, Change, and Request Management.
• No regression in MTTR or change success rate during platform transition.
• A robust, migration-ready service and configuration data model.

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