IT Service Management (ITIL) Practice Owner

PSD Group; Barcelona; Presencial; EUR 90.000 - 120.000; Jornada completa

Descripción de la vacante

PSD Group is seeking an IT Service Management (ITIL) Practice Owner to establish, govern and continually improve ITIL practices across a complex global technology environment. You will own governance for Change Enablement, Incident Management, Major Incident Management and Service Request Management, ensuring compliance and alignment with business goals.

This is a strategic governance role, not day-to-day operations, requiring collaboration with Engineering, Product Management and ServiceNow

Formación

• 5+ years in IT Service Management or ITIL governance.
• Experience owning Change Enablement, Incident & Service Request Management.
• Experience implementing governance in enterprise environments.
• Strong knowledge of ITIL best practices and maturity models.

Responsabilidades

• Own and govern ITIL practices across Change Enablement, Incident Mgmt, Major Incident Mgmt & Service Request Mgmt.
• Develop governance frameworks, process docs, controls and procedures.
• Define end-to-end process models, RACI matrices and escalation paths.
• Monitor KPIs, dashboards and compliance reporting; drive improvements.

Conocimientos

ITSM Governance

ITIL Practice Ownership

ServiceNow ITSM

Stakeholder Management

Herramientas

ServiceNow

Descripción del empleo

IT Service Management (ITIL) Practice Owner

Summary

Rate: Negotiable

Duration: 12 Months

About the Client

Our client is a global leader in aviation technology, delivering innovative IT and communications solutions that connect airlines, airports, aircraft and governments worldwide. Operating in over 200 countries and territories, they play a critical role in enabling the safe, secure and efficient movement of millions of passengers every day.

About the Role

We're looking for an experienced IT Service Management (ITIL) Practice Owner to establish, govern and continuously improve core ITIL practices across a complex global technology environment. Working within Customer Service & Operations, you'll own the governance framework for Change Enablement, Incident Management, Major Incident Management and Service Request Management, ensuring consistent standards, regulatory compliance and continual service improvement across multiple technology teams.

This is a strategic governance role focused on defining best practice, driving adoption, improving service maturity and enabling automation and AI—not day-to-day operational management.

You'll work closely with Engineering, Product Management, Project Delivery, Service Operations and ServiceNow teams to build scalable, measurable ITIL processes that support business objectives and customer commitments.

Key Responsibilities: ITIL Practice Ownership & Governance

• Own and govern the ITIL practices for Change Enablement, Incident Management, Major Incident Management and Service Request Management.
• Develop and maintain governance frameworks, process documentation, controls, standards and operating procedures.
• Define end-to-end process models, RACI matrices, approval models, escalation paths and governance expectations.
• Establish consistent standards for prioritisation, classification, risk assessment, customer impact, communications and post-implementation reviews.
• Ensure seamless integration with Problem Management, Knowledge Management, Service Level Management, Service Design & Transition and CMDB/Configuration Management.
• Define governance requirements within the ITSM platform, including workflows, approvals, mandatory fields, reporting and automation opportunities.
• Monitor practice effectiveness through KPIs, dashboards, SLA performance, maturity assessments and compliance reporting.
• Ensure governance frameworks support customer commitments, regulatory obligations, operational readiness and audit requirements.
• Maintain process compliance, approval evidence, traceability and corrective action management.
• Promote consistent adoption of ITIL practices through documentation, communication, stakeholder engagement and training.
• Support internal, customer, regulatory and ISO audits.

Continual Improvement & Service Management Excellence

• Support governance across additional ITIL practices including Problem Management and Configuration Management where required.
• Establish governance forums including monthly operational reviews, quarterly maturity assessments and improvement planning sessions.
• Develop KPI frameworks and executive reporting dashboards.
• Identify opportunities for automation, AI and workflow optimisation.
• Define and measure adoption of new or enhanced ITIL practices.
• Ensure AI-enabled service management capabilities are implemented responsibly, with appropriate governance, compliance and measurable business outcomes.
• Gather stakeholder feedback and translate insights into measurable service improvements.
• Drive continual improvement initiatives that enhance operational efficiency, service quality and user experience.

What we are looking for

• 5+ years' experience in IT Service Management, ITSM Governance or ITIL Practice Ownership.
• Strong experience owning and governing Change Enablement, Incident Management and Service Request Management processes.
• Experience implementing and maintaining ITIL governance frameworks within enterprise environments.
• Strong understanding of ITIL best practices and service management maturity models.
• Working knowledge of Problem Management and Configuration Management.
• Experience defining governance frameworks, policies, controls, KPIs and reporting.
• Experience supporting internal, external and regulatory audits.
• Hands-on experience with ServiceNow ITSM.
• Experience in business process modelling and continual process improvement.
• Experience leveraging automation, analytics and AI within Service Management.
• Excellent stakeholder management and influencing skills.
• Experience working within global, highly regulated environments.
• Deep understanding of Change Enablement including CAB governance, risk assessment, approvals, emergency changes and audit compliance.
• Strong knowledge of Incident and Major Incident Management including escalation models, communications, post-incident reviews and Problem Management integration.
• Experience governing Service Request Management including service catalogues, request models, fulfilment workflows and SLA management.
• Strong ServiceNow ITSM knowledge including workflow governance, reporting, automation and data quality.
• Excellent process documentation skills including process maps, user guides, governance documentation and operating procedures.
• Strong analytical skills with experience using KPIs and operational data to identify trends and improvement opportunities.
• Ability to influence senior stakeholders and drive organisational adoption without direct operational ownership.

Nice to Have

• Experience within aviation, transportation, telecommunications or other mission-critical industries.
• Exposure to ISO27001, audit, compliance or regulated operating environments.
• Experience with ServiceNow workflow design, catalogue governance and AI-enabled capabilities.
• Experience with CMDB governance and Configuration Management.
• Experience working across Product, Engineering, Operations and ServiceNow platform teams.
• Knowledge of AI, predictive analytics, intelligent routing or knowledge automation within ITSM