Service Management Manager - Process Design Lead

Position Title: Process Design Lead

Reports To: Service Delivery / IT Operations Leadership

Direct Reports: ITSM Process Business Analysts

Enterprise Process & Service Design

Design, standardize, and mature end-to-end ITIL-aligned ITSM processes (Incident, Problem, Change, Release, Request, and Service Catalogue) to drive operational stability across complex enterprise environments.
Lead the architecture of enterprise Service Design packages, establishing service acceptance criteria, readiness reviews, and transition frameworks for new and modified applications.

CMDB Architecture

Define process governance, data standards, and CI relationship models for the enterprise CMDB to support accurate change impact analysis and automated service mapping.
Partner with technical engineering, ITOM, and asset management leads to ensure CMDB updates are embedded directly into release pipelines, maintaining configuration integrity.

Team Leadership

Directly manage, coach, and mentor a team of ITSM Process Business Analysts, fostering technical growth, process maturity, and analytical rigor across the pod.
Allocate resources across process improvement streams, ensuring consistent execution of process optimization and ServiceNow capability rollouts.

ServiceNow Platform & Continuous Improvement

Drive process automation and workflow optimization within ServiceNow, translating business requirements into scalable, out-of-the-box platform capability.
Manage multi-vendor and cross-functional operational alignment, establishing OLAs/SLAs to maintain seamless service delivery across matrixed environments.