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 preferred.
- 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 skill
- sITSM 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
.Desirabl
- eBanking or finance experience
- .Experience in role, delivering complex, global End User transformation in a regulated industry
- .ITIL v4 Foundation (Managing Professional preferred) or equivalent service-management certification
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