ITIL Process Ownership & Governance:
Own and govern global standards, policies, and performance for all key ITIL processes.
- Incident Management & Service Request Management
o Ensure effective lifecycle management with SLA adherence and reduced resolution times
o Drive trend analysis and incident reduction initiatives
- Major Incident Management
o Lead high-impact incidents with structured governance, rapid response, and business-focused recovery
o Drive post-incident reviews and continuous improvement actions
o Own root cause analysis (RCA) processes and proactive problem identification
o Eliminate recurring incidents and improve service stability
- Disaster Recovery & Resilience Management
o Define and govern DR standards, testing, and readiness
o Ensure business continuity and operational resilience across critical business applications
o Govern risk-based changes, CAB processes, approvals, and lifecycle management
o Balance agility with service stability and risk mitigation
o Ensure structured planning, testing, and controlled deployments
o Align release schedules with business priorities and minimize disruption
o Own stakeholder communication for BAU, incidents, and service performance
o Deliver clear, timely, and consistent updates to business stakeholders
- Configuration Management (CMDB)
o Ensure accurate service mapping and dependency tracking
o Govern configuration data to support ITIL processes and decision-making
Service Performance, Reporting & Analytics:
- Define service performance frameworks and reporting standards
- Track KPIs, SLAs, and operational metrics
- Use tools like ServiceNow and Power BI for analytics and visualization
- Translate data into actionable insights for leadership decision-making
- Drive continual service improvement (CSI) initiatives
ServiceNow Platform Expertise:
- Utilise ServiceNow as the enterprise ITSM platform
- Ensure effective implementation and usage of:
o Incident, Problem, Change, Release modules
o CMDB, Service Catalog
o Performance Analytics, Reporting, and Dashboarding
- Leverage ServiceNow CSDM (Common Service Data Model) for service mapping and governance
- Drive:
o Workflow automation and process orchestration
o Integration with enterprise and monitoring tools
o Data quality, process compliance, and reporting consistency
- Enable advanced capabilities such as automation, predictive analytics, and AI-driven operations
Vendor & SIAM Governance:
- Act as primary interface between multiple service providers
- Hold vendors accountable for SLA/KPI delivery, Service quality and continuous improvement.
