Senior Principal - ITSM Process & Governance Lead

Overview

Senior Principal responsible for defining, embedding and governing IT Service Management (ITSM) practices across the ServiceNow Platform & Enterprise Tools Domain, acting as the primary business-facing authority for ITSM governance.

What you'll do

• 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 (e.g. Incident, Problem, Change, Request, Configuration, Knowledge).
• Ensure consistent interpretation and application of ITSM policies across domains, products and delivery teams.
• 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.
• 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.
• 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, including Major Incident, Incident, Problem and Change Management, defining and maintaining KPIs, SLAs, targets, tolerances and other measures of process health.
• Ensure regular performance reporting and actionable insights are provided to agreed operational and executive governance forums.
• Define and prioritize demand for the data, analytics and reporting capabilities required to support ITSM governance and process improvement, partnering with Data Intelligence while retaining accountability for KPI definitions and governance outcomes.
• 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.

What you'll need

• Bachelor's or Master's degree in a relevant field (e.g., Computer Science, Information Technology or Engineering), or equivalent experience.
• Typically 18+ years' experience in ITSM, service governance, service management or related technology roles.
• Proven experience working with ITSM processes such as Incident, Problem, Change, Request and Configuration Management.
• Experience operating within governance, risk or compliance-driven environments.
• Hands-on experience working with ServiceNow ITSM or comparable enterprise service management platforms.
• Experience engaging business stakeholders and influencing service management outcomes without direct line authority.

Nice to have

• Industry certifications highly desirable (e.g. Agile Methodologies).
• Deep, practical mastery of Incident (including Major Incident), Problem and Change Management, with the ability to design, refine and modernise processes for a global organisation.
• Proven ability to define standards, guardrails and policies, and to drive consistent process adoption and compliance across Digital & Tech in a federated operating model.
• Skilled in leading global CAB forums, overseeing risk and impact assessment, and ensuring effective governance for changes, major incidents and continuous improvement.
• Strong capability in defining, interpreting and evolving KPIs, SLAs and OLAs, using data to challenge services, identify trends and drive improvements in stability and user experience.
• Confident communicator able to engage senior leaders and service owners, articulate process expectations and benefits, and influence behaviours and decisions across the enterprise.
• Strong understanding of ITSM frameworks and principles (e.g. ITIL-aligned practices).
• 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.

Details

• Location: Bengaluru Luxor North Tower.
• Works within a federated model across Digital and Tech, partnering with ServiceNow Product and Platform teams, Service Operations and third-party delivery partners.