ITSM Process Manager

We are looking for an experienced ITSM Configuration Management professional with strong expertise in CMDB, IT Asset Management (ITAM), ITIL processes, and service management governance to drive operational excellence across a complex enterprise environment.

In this role, you will lead the definition, optimization, governance, and adoption of service management processes and CMDB best practices while ensuring alignment with enterprise operational standards and business objectives.

Key Responsibilities

• Lead the development, implementation, and continuous improvement of ITSM Configuration Management and CMDB processes.
• Drive the adoption of operational best practices aligned with ITIL and enterprise service management standards.
• Define and contribute to the overall process strategy, governance model, and operational goals across services and towers.
• Ensure processes are standardized, documented, fit for purpose, and aligned with the enterprise operating model.
• Manage and optimize a centralized and integrated CMDB / ITSM toolset environment.
• Coordinate process governance activities, including advisory boards, tactical reviews, and stakeholder alignment meetings.
• Ensure process owners and controllers are identified with clearly defined responsibilities and accountability.
• Define, monitor, and improve operational KPIs and service performance metrics.
• Maintain process documentation and knowledge management structures to ensure consistency and operational maturity.
• Lead continual service improvement initiatives to enhance process effectiveness, data quality, and operational efficiency.
• Support change management activities and evaluate operational impacts across services and processes.

Required Skills & Experience

• Strong experience in ITSM Configuration Management, CMDB, and IT Asset Management (ITAM) .
• Excellent knowledge of ITIL best practices , ITSM governance, and service management frameworks (ITIL, IT4IT, etc.).
• Experience working in complex multi-tower and multi-site enterprise environments .
• Hands-on experience with integrated ITSM platforms and CMDB governance.
• Strong analytical and problem-solving skills with the ability to interpret operational data, trends, and KPIs.
• Experience in process optimization, operational governance, and continual service improvement.
• Ability to manage stakeholders across technical and business teams.
• Strong communication, presentation, and facilitation skills.
• Experience with planning, forecasting, and scheduling methodologies.

Nice to Have

• Experience with ServiceNow or similar ITSM platforms.
• ITIL certification.
• Experience in enterprise operational transformation initiatives.
• Exposure to governance, compliance, or operational excellence programs.