ITSM Global Lead Consultant
Overview
You will own the enterprise-wide ITSM strategy for a global organization, driving consistent, scalable service delivery across multiple regions. Build and lead the governance model for ITIL-based processes, standardizing workflows and enabling operational excellence. You will partner with regional IT leaders and service desk teams to ensure alignment and continuous improvement. This role offers direct influence over service quality and global process adoption, with the opportunity to shape a unified ITSM framework from the ground up.
What You'll Do8
- 1Define the global ITSM roadmap and governance model, aligning with ITIL best practices and business objectives
- 2Lead the rollout of standardized incident, problem, change, and request management processes across all regions
- 3Partner with regional IT leads to assess current processes, identify gaps, and implement consistent workflows
- 4Drive continuous service improvement initiatives, using ServiceNow analytics and reporting to track KPIs
- 5Facilitate training and adoption of ITSM tools and processes across global teams
- 6Chair the ITSM change advisory board, ensuring high-risk changes follow rigorous approval paths
- 7Monitor service performance, producing monthly dashboards for executive leadership
- 8Coach regional service owners on process compliance and escalation handling
Requirements7
- 18+ years in IT service management or IT operations, with 3+ years leading global ITSM initiatives
- 2ITIL Expert certification or equivalent deep understanding of ITIL v4 practices
- 3Hands-on expertise with ServiceNow or equivalent ITSM platforms, including configuration and reporting
- 4Proven track record of standardizing processes across multiple countries or business units
- 5Strong stakeholder management skills, able to influence at VP and C-level
- 6Experience with JSM (Jira Service Management) or BMC Remedy is a plus
- 7Bachelor's degree in IT, business, or related field, or equivalent work experience
Salary Insight
Salary not disclosed in listing
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