ITSM Governance & Process Owner

Global Cellulose Fibers•Memphis, TN

5d•Hybrid

About The Position

The ITSM Governance & Process Owner will define, maintain, and govern the IT Service Management (ITSM) framework across all ITIL-aligned processes, including standards for IT Operations Management (ITOM). This role ensures compliance, process maturity, and integration while driving continuous service improvement (CSI). The role will act as the primary liaison between ITSM practices and business objectives.

Requirements

8+ years of experience in IT Service Management with strong knowledge of ITIL v4 practices and frameworks.
5+ years of hands-on experience with ITSM platforms (e.g., ServiceNow, BMC Remedy, TOPDesk).
5+ years of experience in CMDB design, data modeling, and relationship management.
3+ years of experience with ITOM concepts (event correlation, monitoring standards, AIOps integration).
Proven track record in defining SLAs, OLAs, and KPI reporting for ITSM processes.
Experience conducting compliance audits and process maturity assessments.
Bachelor’s degree in Computer Science, Information Systems, or related field required
Strong communication, leadership, and stakeholder engagement abilities.

Nice To Haves

Master’s degree or certifications (e.g., IT Service Management, ITIL v4, ISO/IEC 20000, COBIT) strongly preferred.

Responsibilities

Establish and maintain ITSM framework, policies, and standards.
Own process design and governance for Incident, Problem, Change, CMDB, ITAM, Service Desk, and ITOM.
Define SLAs, OLAs, KPIs, and ensure reporting accuracy.
Drive process integration (e.g., CMDB ↔ Change/Incident workflows).
Set governance for ITOM practices (event correlation, alerting thresholds, integration with Incident workflows).
Collaborate with IT Operations Lead to implement automation and AIOps strategies.
Conduct audits and compliance checks with Managed Service Providers (MSPs).
Lead Continuous Service Improvement initiatives and maintain CSI backlog.
Support risk management and ensure ITSM practices meet regulatory requirements.