IT Services & Process Manager

Primary responsibilities / Key result areas

• Own and oversee the end-to-end IT Change Management lifecycle.
• Prepare agendas, facilitate Change Advisory Board (CAB) meetings, and ensure changes are properly assessed, approved, implemented, and documented.
• Monitor change performance metrics and drive continuous process improvements.

• Coordinate and execute annual Disaster Recovery tests for critical IT applications and services.
• Maintain and update DR plans and documentation.
• Manage test evidences and communication with stakeholders
• Report test outcomes, risks, and remediation actions to leadership.

• Act as Incident Commander during Major/P1 incidents, ensuring timely communication, escalation, and resolution.
• Lead post-incident reviews, root cause analysis (RCA), and follow-up reporting to the Senior Leadership Team.
• Ensure problem records are managed to prevent incident recurrence.

• Maintain and enhance the Configuration Management Database (CMDB) and IT Service Catalog.
• Ensure configuration and service data are accurate, current, and aligned with operational and reporting needs.
• Partner with technical and service owners to improve data quality and governance.

• Drive IT audit readiness by maintaining control evidence and supporting internal and external audits.
• Consolidate and standardize ITSM policies to meet regulatory, security, and compliance requirements.
• Monitor compliance with ITSM processes and governance standards.

Qualifications, Experience & Attributes

• Bachelor’s degree in IT, computer science, process engineering or related field; ITIL or COBIT certification is preferred.
• 3-5 years’ experience managing ITSM processes, including change, incident/problem management and DR planning.
• Proven track record running CAB meetings, leading DR exercises and managing major incidents for critical services.
• Good understanding of IT Infrastructure and operations as well as IT applications
• Experience maintaining a CMDB and service catalog using ITSM tools such as ServiceNow, Jira Service Management or equivalent; familiarity with Azure DevOps for knowledge management is a plus.
• Strong knowledge of audit and compliance requirements (specifically SOX) and ability to consolidate policies across diverse teams.
• Excellent communication and stakeholder‑management skills, with the ability to influence and drive process improvements across IT.

COmPETENCIES

• Facilitation
• Analytical and problem‑solving
• Solution oriented
• Documentation & knowledge management
• Communication & Stakeholder Engagement

Other key requirements / comments

• Flexibility to collaborate with global teams across different time zones.
• Comfortable working in a restructuring environment; adept at redefining processes and responsibilities.
• Strong commitment to confidentiality and adherence to audit and compliance standards.