Senior Principal - ITSM Process & Governance Lead

GSK; Bengaluru; On-site; INR 4,200,000 - 5,400,000; Full time

Job summary

GSK is seeking an ITSM Governance Lead to define and govern ITSM practices across the ServiceNow Platform & Enterprise Tools Domain. You will work with business and technical stakeholders to ensure processes are compliant, measurable, and continuously improved through a federated model across Digital & Tech.

You will own governance frameworks, KPIs, and performance reporting for Major Incident, Incident, Problem, Change, and Request Management, aligning to regulatory obligations and enterprise

Qualifications

• Bachelor's or Master's degree in a relevant field (e.g., Computer Science, Information Technology, or Engineering).
• Industry certifications desirable (e.g. Agile Methodologies).

Responsibilities

• Define, own, and maintain ITSM governance frameworks, policies, and standards for the ServiceNow Platform & Enterprise Tools Domain.
• Ensure ITSM processes (Incident, Problem, Change, Request, Configuration) are compliant, measurable, and aligned to enterprise standards.
• Partner with Risk, Security, and Compliance teams to support operational resilience and regulatory obligations.
• Act as the primary interface between business and ServiceNow Platform teams for ITSM governance matters.
• Own the ITSM performance framework including KPIs, SLAs, targets, and reporting.

Skills

ITSM governance

Stakeholder management

Regulatory awareness

KPI reporting

Education

Bachelor's/Master's in CS/IT/Engineering

Tools

ServiceNow ITSM

Data Intelligence

Job description

Job Purpose

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. Acting as the primary business-facing authority for ITSM governance, the role provides oversight across Major Incident, Incident, Problem, Change, Request, Configuration and Service Catalogue practices. The ITSM Governance Lead owns the associated process definition, documentation, performance standards and governance requirements, including executive information needs and the use of data and insights to assess process health and drive improvement. The role partners with business and tech stakeholders, ServiceNow Product and Platform teams, Service Operations and third-party delivery partners to ensure ServiceNow-enabled ITSM processes are clear, compliant, measurable and continuously improved through a federated model across Digital and Tech.

Key Responsibilities

ITSM Governance & Standards

Define, own, and maintain ITSM governance frameworks, policies, and standards for the ServiceNow Platform & Enterprise Tools Domain, aligned to enterprise ITSM principles and regulatory expectations. 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

Govern adherence to ITSM processes, ensuring controls, evidence, and audit requirements are embedded and consistently met. Partner with Risk, Security, and Compliance teams to ensure ITSM processes support operational resilience, data protection, and regulatory obligations. Oversee ITSM-related assurance activities, reviews, and remediation actions where gaps or non-compliance are identified.

Business & Stakeholder Engagement

Act as the primary interface between the business and the ServiceNow Platform teams on ITSM governance matters, setting expectations and resolving governance-related concerns. Translate business service expectations into clear ITSM governance requirements and measurable service outcomes. Provide guidance and challenge to Product Owners, Platform Managers, and Service Operations on ITSM design decisions and trade-offs.

ServiceNow ITSM Enablement

Ensure ITSM governance requirements are effectively enabled within ServiceNow, including workflow design, approvals, controls, reporting, and auditability. Partner with Platform and QA teams to ensure ITSM changes, releases, and upgrades comply with governance standards. Own the enterprise ITSM process performance framework, including Major Incident, Incident, Problem and Change Management, defining and maintaining KPIs, SLAs, targets, tolerances and other measures of process health and operational effectiveness. Ensure regular performance reporting and actionable insights are provided to agreed operational and executive governance forums. Define and prioritise demand for the data, analytics and reporting capabilities required to support ITSM governance and process improvement. Partner with Data Intelligence to ensure the required capabilities are designed, delivered and maintained, while retaining accountability for the KPI definitions, reporting requirements, interpretation and governance outcomes.

Continuous Improvement & Maturity

Assess ITSM process maturity and identify opportunities to simplify, standardise, or automate governance practices. Drive incremental improvements to ITSM governance based on operational insights, audit findings, incidents, and business feedback. Promote consistent use of ITSM best practices and patterns across the domain.

Education & Professional Qualifications

Bachelor's or Master's degree in a relevant field (e.g., Computer Science, Information Technology, or Engineering), or equivalent experience. Industry certifications highly desirable (e.g. Agile Methodologies).

Job Experience

Typically 18+ years’ experience in ITSM, service governance, service management, or related technology roles. Proven experience working with ITSM processes such as Incident, Problem, Change, Request, and Configuration Management. Experience operating within governance, risk, or compliance-driven environments. Hands‑on experience working with ServiceNow ITSM or comparable enterprise service management platforms. Experience engaging business stakeholders and influencing service management outcomes without direct line authority.

Desirable Requirements

Expertise in ITSM processes and modern practices – Deep practical mastery of Incident (including Major Incident), Problem, and Change Management, with the ability to design, refine, and modernise processes for a global organisation. Process governance and federated compliance leadership – Proven ability to define standards, guardrails, and policies, and to drive consistent process adoption and compliance across Digital & Tech in a federated operating model. Global CAB and major incident governance – Skilled in leading global CAB forums, overseeing risk and impact assessment, and ensuring effective governance for changes, major incidents, and continuous improvement. KPI, SLA, and performance management ownership – Strong capability in defining, interpreting, and evolving KPIs, SLAs, OLA, using data to challenge services, identify trends, and drive improvements in stability and user experience. Executive and service owner stakeholder engagement – Confident communicator able to engage senior leaders and service owners, articulate process expectations and benefits, and influence behaviours and decisions across the enterprise.

Preferred Experience

Strong understanding of ITSM frameworks and principles (e.g. ITIL-aligned practices). Excellent stakeholder management and communication skills. Ability to balance control, compliance, and agility. Strong documentation, policy-writing, and process-design capability. Analytical mindset with the ability to interpret service data and governance metrics.

#AGTech Skills

• Capacity Planning
• Cloud Based Services
• Configuration Management (CM)
• Database Management
• Disaster Recovery (DR)
• Executive Communications
• Financial Operations
• Identity Access Management (IAM)
• Incident Management
• Infrastructure Capacity Planning
• IT Service Management (ITSM)
• Leadership
• Metrics Tracking
• Network Configurations
• Network Troubleshooting
• Operations Analysis
• Performance Tuning
• Service Level Agreement (SLA)
• Strategy Development
• System Monitors
• Vulnerability Management

Why GSK?

Uniting science, technology and talent to get ahead of disease together. GSK is a global biopharma company with a purpose to unite science, technology and talent to get ahead of disease together. We aim to positively impact the health of 2.5 billion people by the end of the decade, as a successful, growing company where people can thrive. We get ahead of disease by preventing and treating it with innovation in specialty medicines and vaccines. We focus on four therapeutic areas: respiratory, immunology and inflammation; oncology; HIV; and infectious diseases – to impact health at scale. People and patients around the world count on the medicines and vaccines we make, so we’re committed to creating an environment where our people can thrive and focus on what matters most. Our culture of being ambitious for patients, accountable for impact and doing the right thing is the foundation for how, together, we deliver for patients, shareholders and our people.

Inclusion at GSK

As an employer committed to Inclusion, we encourage you to reach out if you need any adjustments during the recruitment process. Please contact our Recruitment Team at [e-mail] to discuss your needs.

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