Senior Principal - ITSM Process & Governance Lead

About the role

The ITSM Governance Lead is responsible for defining, embedding, and governing IT Service Management (ITSM) practices across the ServiceNow Platform & Enterprise Tools Domain. The role ensures that ITSM processes, policies, and controls are consistently applied, fit for purpose, and aligned to business expectations, regulatory requirements, and enterprise standards.

What you'll do

• ITSM Governance & Standards
• Define, own, and maintain ITSM governance frameworks, policies, and standards for the ServiceNow Platform & Enterprise Tools Domain
• Establish clear process ownership, RACI models, and decision rights across ITSM processes (e.g. Incident, Problem, Change, Request, Configuration, Knowledge)
• Ensure consistent interpretation and application of ITSM policies across domains, products, and delivery teams
• Process Assurance & Compliance

What you need

• ServiceNow
• IAM
• Performance management
• Vulnerability assessment

Good to have

• Agile
• ITIL