ITIL Governance Lead: AI-Driven IT Service Management

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

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