Service Management Principal

Key Responsibilities

• Own and govern end-to-end ITSM & ITAM practices (Incident, Major Incident, Request, Knowledge, SAM & HAM)
• Define global standards, policies, operating models, and controls aligned to ITIL and enterprise frameworks
• Act as the key authority for practice design, governance, and cross-practice alignment
• Own and optimise ServiceNow capabilities, including workflows, data models, integrations, and reporting
• Drive automation and platform adoption to improve efficiency, control, and user experience
• Establish and monitor performance frameworks to deliver service quality, compliance, and cost optimisation
• Lead federated execution across global teams, offshore partners, and service providers through governance and influence
• Drive continual improvement and maturity uplift through data-led insights, roadmaps, and capability development