IT Governance & Process Quality Specialist (ITIL / CIB)

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

IT Governance & Process Quality Specialist (ITIL / CIB)

Permanent Contract (CDI) or B2B | Hybrid (2 days/week on-site) | Lisbon or Porto, Portugal

Our client is a premier European corporate and investment bank (CIB). We are seeking a highly analytical and diplomatic IT Governance & Process Quality Specialist to join their IT Quality & Governance team.

In this strategic role, you will define, drive, and continuously improve IT procedures across the CIB scope. Acting as a process guardian rather than an operational support analyst, you will ensure strict ITIL process adoption (Incident, Problem, Change Management), monitor process data quality, run post-incident reviews, and report directly to senior management.

• ITIL Process Governance: Define, document, and update core IT procedures and guidelines across Incident, Problem, and Change Management frameworks.
• Process Adoption & Stakeholder Management: Drive adherence to ITIL standards across international IT engineering and operational squads, acting as a key advisor when procedures are challenged.
• Data Quality & Compliance Auditing: Monitor process compliance, audit documentation quality, and produce executive dashboards for IT management.
• Incident & Change Analytics: Analyze incident trends, major outages, and change success rates to identify root causes and drive continuous process improvements.
• Training & Continuous Improvement: Conduct post-incident reviews, train IT teams on process standards, and optimize service management workflows using enterprise tools.
• Experience: 7+ years in IT Service Management (ITSM), IT Governance, IT Process Quality, or IT Auditing within a structured enterprise environment (Corporate & Investment Banking / Financial Services preferred).
• Process Mastery: Deep, practical command of ITIL processes (ITIL v3 / v4 Foundation or Managing Professional certification is a strong plus).
• Analytics & Tooling: Advanced proficiency in Excel and Power BI for process reporting and data analysis. Practical experience with ServiceNow is strongly preferred (Python for data scripting is a plus).
• Soft Skills: Outstanding diplomacy, excellent communication, strong judgment, and the ability to influence cross-functional IT stakeholders.
• Languages: Fluent English (mandatory). French language skills are a distinct advantage.
• Location & Work Authorization: Based in or willing to relocate to Lisbon or Porto, with the legal right to work in Portugal.