Role purpose

Designs the ITSM process workflows that support delivery of stable EUX operations - Incident, Problem, Change and Release Management aligned to Customer's operational governance standards.

Key responsibilities

. Author detailed process workflows for Incident, Problem, Change and Release across the in-scope EUX services.

. Document runbooks, escalation matrices and operational handover artefacts.

. Partner with Customer ITSM owners to align workflows to existing tooling and governance.

. Validate workflows during pilot and refine based on operational telemetry.

Required experience and qualifications

. 5+ years designing ITSM processes for enterprise organisations.

. ServiceNow process design experience is a plus.

. Demonstrable delivery of process design on at least one regulated-industry transformation.

. Demonstrable delivery experience in a regulated industry - financial services, government, pharmaceuticals, energy or similar - including familiarity with change control, audit and compliance constraints.

. Experience working in a large, geographically distributed global organisation, comfortable operating across multiple time zones and cultural contexts.

. Experience working within a globally distributed team, collaborating effectively across multiple time zones and cultural contexts.

. Excellent written and verbal communication skills able to engage with senior stakeholders and translate technical detail for non-technical audiences.

. Comfortable working in a hybrid client/partner team with clear ownership boundaries.

Technical skills

. ITSM design - Incident, Problem, Change, Release, Demand & Capacity, Financial Controls.

. Service Transition planning aligned to Customer operational governance and tooling.

. Process workflow design and runbook authoring.

. Target-state operations model definition and BAU handover.

Desirable

. Banking or finance experience.

. Experience in role, delivering complex, global End User transformation in a regulated industry.

. ITIL v4 Foundation (Managing Professional is a plus) or equivalent service-management certification.

Process Architect