Role Overview

The Delivery Process Manager is responsible for defining, governing, and continuously improving IT service management processes within TGITS. The role ensures consistency, efficiency, and compliance with ITIL standards while acting as the key functional owner of ServiceNow, CMDB, and JIRA practices.

Key Responsibilities

ITIL Process Governance

• Define, maintain, and continuously improve ITIL processes (Incident, Major Incident, Change, Problem, etc.)

• Ensure governance, consistency, and effectiveness of IT processes across TGITS

• Monitor and enforce adherence to processes by internal teams and external vendors

• Act as the ITIL referent for all stakeholders

ServiceNow Ownership

• Act as the 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