IT Governance & Process Quality Lead (ITIL, Hybrid – Lisbon/Porto)

eXalt Fi; Lisboa; Hybrid; EUR 65,000 - 90,000; Full time

Job summary

eXalt Fi seeks an IT Governance & Process Quality Specialist to lead ITIL governance and process improvements across Incident, Problem, and Change Management in a hybrid role based in Lisbon or Porto, Portugal.

You will define procedures, monitor data quality, and provide executive dashboards while driving cross‑functional adherence to ITIL standards. 7+ years in ITSM within enterprise banking preferred; English fluent, French a plus.

Qualifications

• 7+ years in IT Service Management (ITSM) or IT Governance in a corporate/financial services setting.
• Strong command of ITIL v3/v4 foundations and governance.
• Proven ability to drive process adoption and deliver executive dashboards.

Responsibilities

• Define, document, and update IT procedures across Incident, Problem, and Change Management.
• Ensure ITIL process adoption across international IT squads.
• Monitor data quality, audit docs, and produce executive dashboards.
• Analyze incident trends and change outcomes to drive improvements.
• Train IT teams on standards and optimize service workflows.

Skills

ITIL

Incident Management

Problem Management

Change Management

Data Quality

Auditing

Excel

Power BI

ServiceNow

Python

Diplomacy

Communication

Stakeholder Management

Fluent English

French (advantage)

Tools

ServiceNow

Excel

Power BI

Python

Job description

eXalt Fi seeks an IT Governance & Process Quality Specialist to lead ITIL governance and process improvements across Incident, Problem, and Change Management in a hybrid role based in Lisbon or Porto, Portugal.

You will define procedures, monitor data quality, and provide executive dashboards while driving cross‑functional adherence to ITIL standards. 7+ years in ITSM within enterprise banking preferred; English fluent, French a plus.