IT Governance & Process Consultant

Scope of Work

• Analysis, Development and Enhancement IT business processes, SLAs, policies, and procedures after necessary assessments.
• Review and drive IT Governance process and SLAs development, enhancement, and process management activities.
• Develop the practices, knowledge, and awareness and to plan for IT Governance processes implementation and SLAs and automate where feasible.
• Perform and drive IT process management, governance, and excellence activities as per customer requirements, and relevant global standards and best practices.
• Develop, design, and enhance reports, templates & dashboards, and Technology governance monitoring e.g., Governance-related SLAs and Processes' KPIs tracking and reporting.
• Coordinate the collection of data and provide analysis of information and recommendations for process optimization and improvements.
• Any other tasks or requirements related to business processes relevant to IT functions to ensure proper governance models.

Requirements Education & Certification

• Bachelor's degree in Information Technology, Computer Science.
• Relevant certifications such as ITIL, COBIT, ISO/IEC 20000, or CISA.
• Project Management certification (e.g., PMP, PRINCE2) is a plus.

Experience

• 7-10+ years of experience in IT Governance, Process Management, or IT Service Management.
• Proven track record in developing and enhancing IT business processes, SLAs, and policies.
• Hands on experience with ITSM frameworks (ITIL/COBIT) and process automation.
• Experience in KPI tracking, reporting, and dashboard development.
• Familiarity with global standards and best practices in IT governance and compliance.

Technical Skills

• Strong knowledge of IT Governance frameworks (COBIT, ITIL, ISO standards).
• Experience with ITSM tools (e.g., ServiceNow, ManageEngine, BMC Remedy).
• Ability to design and automate governance related reports and dashboards.
• Strong data analysis and reporting skills (Excel, Power BI, or similar tools).

Soft Skills

• Excellent analytical and problem solving abilities.
• Strong communication and stakeholder management skills.
• Ability to coordinate across departments and influence decision making.
• High level of attention to detail and commitment to quality.

Other Requirements

• Strong understanding of business IT alignment.
• Ability to work in a fast paced, dynamic environment.
• Fluency in English.

Additional Requirements

• Experience training and enabling stakeholders (knowledge transfer, awareness sessions, governance communication).
• Strong command of ITIL v4 practices (Incident, Problem, Change, Request, Service Catalog, CMDB, SLA/OLA/UC design).
• Service portfolio & service mapping, value stream mapping, and demand/capacity concepts.
• Working knowledge of COBIT (governance & control objectives).
• Familiarity with ISO/IEC 20000 (IT service management) and ISO/IEC 27001 (information security) control alignment.
• Policy & procedure lifecycle: drafting, versioning, approval workflows, and control mapping.
• Designing SLA/OLA/KPI frameworks, targets, and measurement methods.
• Building and maintaining operational dashboards and scorecards; trend and root cause analysis.
• Intermediate SQL for data extraction/validation from ITSM or data warehouse.
• Proficiency with BI tools (Power BI or Tableau) for interactive dashboards, DAX/calculations, and data modeling.
• Excel at an advanced level (pivot tables, Power Query, lookups).
• Creation of process maps using BPMN 2.0; RACI, SIPOC, and procedure/work instruction authoring.
• Template and form design aligned to governance standards.
• Hands on configuration of at least one enterprise ITSM platform (e.g., ManageEngine ServiceDesk Plus, ServiceNow, Jira Service Management): workflows, business rules, notifications, SLAs/escaltions.
• Exposure to automation/orchestration (e.g., Power Automate, platform native workflow engines) for approvals, routing, and data quality checks.
• Basic scripting (e.g., PowerShell or Python) for data handling and admin tasks.
• Control design, evidence collection, and gap analysis techniques.
• Compliance reporting, exception management, and remediation tracking.
• Release/patch governance for ITSM platforms, regression validation, and change calendars.