ITSM Process Manager

🌟 About the Role

We are seeking a highly skilled and motivated ITSM Process Manager / Specialist to join our client's team!

This position calls for an architect-level IT Service Management (ITSM) professional with the vision and expertise to design, refine, and govern processes within a complex, large-scale service ecosystem.

As a key member of the ITSM practice team, you will drive the end-to-end optimization of ITSM processes, ensuring they are efficient, compliant, and fully aligned with recognized industry standards such as ITIL and SIAM.

💡 Operating within an environment that integrates over 100 vendors, you’ll face the exciting challenge of leading within a robust SIAM framework — providing the structure, leadership, and governance needed to ensure accountability, consistency, and performance excellence across all suppliers.

🎯 Your Mission

• 🔧 Process Management: Design, maintain, and optimize ITSM processes as the organization evolves.
• 📊 Adherence Monitoring: Ensure compliance with process flows, SLAs, and KPIs, following up with process actors.
• ♻️ Continuous Improvement: Drive enhancements based on audit findings, ITIL, and SIAM best practices.
• 🧭 Implementation: Onboard and train teams, ensuring smooth process implementation and adoption.
• 🤝 Governance: Lead process governance and improvement meetings with key stakeholders, ensuring cross-unit alignment.
• 🧩 Supplier Management: Establish clear accountability, escalation paths, and performance management mechanisms across all suppliers — enabling seamless multi-vendor collaboration under the SIAM framework.

Skills & Qualifications

💪 Hard Skills

• Strong engineering background with system thinking, design, and process modeling expertise.
• Excellent analytical and visualization skills to create and optimize process blueprints.
• Deep ITSM & SIAM process modeling experience.
• Proven Project Management capabilities with multi-stakeholder coordination.
• Solid knowledge of ITIL & SIAM frameworks (certifications are a strong plus).
• Strong presentation and communication skills for diverse audiences, including executive stakeholders.
• Data-driven mindset: capable of defining metrics, interpreting trends, and driving insights.
• Familiarity with AI Ops, Big Data, and advanced analytics tools and concepts.
• Skilled in gathering and synthesizing information from structured and unstructured sources.

💬 Soft Skills

• Exceptional written and verbal communication in English.
• Strong stakeholder management and conflict resolution skills.
• Proactive, hands-on, and results-driven mindset.
• Ability to thrive in complex, multi-vendor environments with high expectations for quality and delivery.

✨ Join us to shape the future of IT Service Management!

Be part of a team that values innovation, structure, and operational excellence in a dynamic, multi-supplier IT landscape.