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.