# ITSM Governance Lead

**Company**: GlaxoSmithKline
**Location**: Bengaluru, Luxor North Tower
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Healthcare

**Apply**: https://gsk.wd5.myworkdayjobs.com/en-US/GSKCareers/job/Bengaluru-Luxor-North-Tower/Senior-Principal---ITSM-Process---Governance-Lead_448639?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_58d9e5bd-5a9

## Description

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.

**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.

- 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, defining and maintaining KPIs, SLAs, targets, tolerances and other measures of process health and operational effectiveness.

- Define and prioritize demand for the data, analytics and reporting capabilities required to support ITSM governance and process improvement.

**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.

- Industry certifications highly desirable.

**Job Experience:**

- Typically 18+ years’ experience in ITSM, service governance, service management, or related technology roles.

- Proven experience working with ITSM processes.

- Experience operating within governance, risk, or compliance-driven environments.

- Hands-on experience working with ServiceNow ITSM or comparable enterprise service management platforms.

**Desirable Requirements:**

- Expertise in ITSM processes and modern practices.

- Process governance and federated compliance leadership.

- Global CAB and major incident governance.

- KPI, SLA, and performance management ownership.

- Executive and service owner stakeholder engagement.

**Preferred Experience:**

- Strong understanding of ITSM frameworks and principles.

- 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.

## Skills

### Required
- 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

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Source: [Apply at gsk.wd5.myworkdayjobs.com](https://gsk.wd5.myworkdayjobs.com/en-US/GSKCareers/job/Bengaluru-Luxor-North-Tower/Senior-Principal---ITSM-Process---Governance-Lead_448639?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)