Itsm Governance Process Lead

Are you looking to accelerate your professional development, build a brilliant career, and thrive in a highly supportive team? Join Inchcape Digital part of Inchcape’s global network.

You’ll play a key part in delivering great experiences for our customers and colleagues. With lots of interesting opportunities and challenges for you to explore that will take us, and your progression, to the next level.

The ITSM Process Lead is responsible for governing, managing, and continuously improving key IT Service Management (ITSM) processes, including CMDB, Knowledge Management, Service Level Management, Joiners, Movers and Leavers (JML), and Service Transition. The role ensures process standardization, compliance, data integrity, and alignment across global markets, supporting efficient service delivery and business continuity, while guaranteeing adherence to IT General Controls (ITGC).

• Act as the global owner for CMDB, Knowledge, Service Level Management, JML, and Service Transition processes.
• Ensure governance, compliance, and standardization across all platforms and regions.
• Ensure adherence of platforms and regional teams to defined ITSM processes, policies, and standards.
• Lead process socialization and presentation sessions with regions and platforms to ensure understanding and adoption.
• Ensure that all applicable IT General Controls (ITGC) related to in‑scope processes are fully implemented and executed.
• Guarantee that required control evidence is properly collected, validated, and made available for audit and compliance purposes.
• Collaborate with cross‑functional teams including DDC Platforms, people, and Business stakeholders.

• Strong knowledge of ITSM frameworks (ITIL) and best practices
• Experience in CMDB governance and data management
• Strong understanding of IT General Controls (ITGC) and audit requirements
• Experience in Service Level Management (SLA/OLA definition, monitoring, and reporting)
• Experience in Knowledge Management lifecycle (creation, validation, and reuse)
• Understanding of Joiners, Movers and Leavers (JML) processes and identity/access‑related workflows
• Experience in Service Transition and operational readiness processes
• Ability to define KPIs, dashboards, and performance reporting (e.g., using tools such as Zoho Analytics, Power BI, or similar)
• Familiarity with ITSM tools (e.g., Service Desk Plus, Service Now, Jira, or equivalent platforms)

• Learning & Development
  :
  Access leading learning platforms with tailored pathways for every role, including technical and leadership training and certifications.
• Career Growth
  :
  Receive ongoing career support, regular performance reviews, and opportunities for promotion, with access to senior leadership for guidance and mentorship.
• Skills Advancement
  :
  Continuously upgrade your expertise through training in the latest technologies and industry advancements.
• Flexible Work
  :
  Benefit from hybrid or remote work arrangements, with a remote work bonus to recognise your contribution.
• Health & Wellbeing
  :
  Enjoy Health Maintenance Organization (HMO) coverage with free dependent inclusion and life insurance for added peace of mind.
• Special Leave
  :
  Celebrate your birthday with a dedicated day off just for you.
• Work Tools
  :
  Get the equipment you need to perform your role effectively.

Inchcape is committed to creating an inclusive and diverse workplace where the power of our differences can be embraced and everyone feels they can belong, be themselves and succeed.

Our diverse global team of over 16,000 talented colleagues foster an inclusive and collaborative culture, delivering a brilliant experience for our customers and partners. We’re a dynamic and fast-growing business, driving the transformation of our industry and redefining tomorrow.

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