We are seeking a Strategic ITIL Process Manager to lead the governance, design, and continuous improvement of IT Service Management (ITSM) processes across the ServiceNow platform.

This is not a technical administration or "ticket-handling" role; it is a strategic leadership and governance position. As the "Process Architect," you will define the standards for how IT services are delivered and managed, enforce cross-functional compliance, and ensure that the ServiceNow platform is configured to drive business value through rigorous adherence to the ITIL framework.

Key Responsibilities

Process Governance & Strategy

• Service Lifecycle Ownership: Own the end-to-end governance model for core ITIL processes (Incident, Change, Problem, Request, and SACM). Define process boundaries, policies, and standard operating procedures (SOPs).

• Strategic Roadmap: Align platform capabilities with the client’s business goals. Determine the roadmap for process maturity and prioritize platform enhancements based on business impact.

• Platform Alignment: Ensure all custom and out-of-the-box ServiceNow workflows remain compliant with ITIL best practices and the Common Service Data Model (CSDM).

Performance Quality & Compliance

• KPI & Metric Management: Establish and monitor Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). Use ServiceNow Performance Analytics to track process health and efficiency.

• Audit & Governance: Proactively identify process bottlenecks, compliance gaps, and "process debt." Orchestrate remediation efforts across various technical and delivery teams.

• Executive Reporting: Prepare and present Monthly Service Excellence Reports for the Governance Board, providing actionable insights into trends, risks, and organizational maturity.

Stakeholder & Process Leadership

• Interface Management: Act as the primary liaison between technical Platform Developers/Architects and business process owners.

• Workshop Facilitation: Lead Requirement Gathering and Process Definition workshops to resolve conflicting requirements and drive organizational change management.

• Advocacy & Training: Educate stakeholders on the value of ITIL best practices and ensure process adoption across the global organization.

Continuous Service Improvement (CSI)

• Automation & Optimization: Collaborate with Platform Architects to identify manual tasks within the ITSM lifecycle that can be automated through ServiceNow (e.g., Flow Designer, Virtual Agent).

• Maturity Assessment: Regularly assess the maturity of ITIL processes against industry benchmarks and implement improvement plans to reduce lead times and increase service reliability.

Requirements

Must-Have Skills

• ITIL Mastery: Expert-level understanding of the ITIL framework (v3 or ITIL 4). Certification is mandatory.

• ServiceNow Platform Expertise: Deep functional knowledge of the ServiceNow ITSM suite. You must understand how the platform should work to guide technical teams effectively.

• Governance Experience: Proven track record of defining and enforcing IT policies in a complex, multi-vendor environment.

• Consultative Mindset: Exceptional communication and "push-back" skills—the ability to challenge legacy "ways of working" and advocate for standardized platform governance.

• Data-Driven Analysis: Proficiency in using platform data to identify patterns and translate them into executive-level strategy.

Nice-to-Have

• Certifications: ITIL Managing Professional, ServiceNow Certified Implementation Specialist (CIS) in ITSM or SACM.

• Industry Experience: Background in Telecommunications or large-scale Enterprise IT environments.

• CSDM Knowledge: Familiarity with the ServiceNow Common Service Data Model and its impact on service reporting.

Why Join This Team?

• High Visibility: You will work directly with one of our most significant accounts, shaping the foundation of their digital service strategy.

• Professional Growth: Opportunity to collaborate with a Center of Excellence (CoE) including Platform Leads and Architects to build a best-in-class ServiceNow ecosystem.

Strategic Autonomy: You are empowered to define "the right way" to deliver services, moving the organization from reactive firefighting to proactive management.

The TCP Culture

Becoming part of The Cloud People means joining a team where the culture is built around the four F’s:

Fun: We enjoy our work – every day – and create a social and inclusive working environment
Fair: We have a fair and transparent development system that rewards competence and knowledge, giving everyone equal opportunities to grow through courses and certifications
Focus: We focus exclusively on one leading platform – ServiceNow – to ensure we provide our customers with the best expertise in the market

Future: We believe the workplace of the future is modern, flexible, and simple, with room for creativity and minimal time spent on unnecessary reporting