Lead Enterprise Software Engineer - ITSM Operations & Governance

About the role

Wolters Kluwer is seeking an experienced and highly motivated Lead ITSM Engineer – Operations & Governance to join our IT Service Management Office (ITSMO). This is an exciting opportunity for an individual with deep, hands-on experience governing IT Service Management at enterprise scale to take ownership of how our ITSM operating model works in practice, and to make a meaningful impact within a forward-thinking organization.

What you'll do

• Lead the operational governance of all ITSM practices across the ITSM Office, including Change Enablement, Incident Management, Service Request Management
• Run the ITSM governance forums, cadence and decision-making that keep the operating model functioning, and ensure decisions are recorded
• Govern Change Enablement performance: change success and failure rates, emergency and unauthorised change levels, risk assessment quality, approval effectiveness
• Govern Service Request Management: catalogue accuracy and coverage, fulfilment performance against target, approval routing
• Govern Incident Management as a practice: categorisation and priority accuracy, assignment and routing quality, resolution performance

What you need

• 1–4 yrs of experience
• Python
• ServiceNow
• ITIL
• Root cause analysis
• Power BI
• LLMs
• B.Sc or B.Tech or B.E. or BCA

Good to have

• AWS
• Azure
• PowerShell
• Lean