Senior Principal - ITSM Process & Governance Lead
GSK (company site, opens in a new tab)18+ yrsBengaluruOn-siteDirect career pageEst. 35–55 LPA
Posted 19h ago
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Job description
Structured overview of role & requirements
About This Role
- Own and govern ITSM processes including Incident, Problem, Change, Request, Configuration, and Service Catalogue across the ServiceNow Platform and Enterprise Tools Domain.
- Define and maintain ITSM governance frameworks, policies, KPIs, SLAs, and ensure compliance with regulatory and enterprise standards through performance reporting and audit management.
- Act as primary business liaison for ITSM governance, partnering with stakeholders and delivery teams to enable and continuously improve ITSM processes leveraging data-driven insights.
Minimum Requirements
- Typically 18+ years experience in ITSM, service governance, or related technology roles.
- Hands-on experience with ServiceNow ITSM or comparable enterprise service management platforms.
- Proven experience operating in governance, risk, or compliance-driven environments.
- Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or equivalent experience.
Ideal Candidate Profile
- Deep practical mastery of core ITSM processes (Incident, Major Incident, Problem, Change Management) with ability to design and modernize processes globally.
- Experienced in defining ITSM governance, driving consistent adoption and compliance in federated operating models across Digital and Technology.
- Skilled in engaging senior stakeholders, global CAB leadership, and using KPIs and analytics to influence service management outcomes and continuous improvement.