ITSM Process Manager

The ITSM Process Manager ensures the sustained adoption, governance, and continuous improvement of IT Service Management processes, combining strategic accountability with operational execution. This role is accountable for the end-to-end performance of assigned ITSM processes, such as Incident, Problem, Change, and CMDB, while acting as the primary point of contact for process outcomes. The position focuses on driving process adoption, managing day-to-day execution, and partnering with leadership to align with ITIL best practices and enterprise policies.