Process Manager – ITIL, ServiceNow & JIRA

About the role

The Delivery Process Manager will lead the definition, governance and continuous improvement of IT service management processes within TGITS. Acting as the primary functional owner of ServiceNow, the CMDB and JIRA practices, the role ensures that all processes align with ITIL standards and support business objectives.

Key responsibilities

• Define, maintain and continuously improve ITIL processes such as Incident, Major Incident, Change and Problem.
• Ensure governance, consistency and effectiveness of IT processes across TGITS.
• Monitor and enforce adherence to processes by internal teams and external vendors.
• Serve as the ITIL referent for all stakeholders.
• Act as functional owner and referent of ServiceNow.
• Define, document and maintain ServiceNow workflows.
• Manage functional configuration and role administration within ServiceNow.
• Ensure optimal platform usage aligned with business needs.

Required profile

• Proven experience in ITIL process governance.
• Strong knowledge of ServiceNow administration and workflow design.
• Familiarity with JIRA and CMDB concepts.
• Ability to work with internal teams and external vendors to enforce process compliance.

Required skills

• ITIL
• ServiceNow
• JIRA
• CMDB