ITSM Process Lead

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• Lead the design, implementation, and governance of ITIL processes across the IT organization.
• Act as the process owner for one or more ITIL processes (e.g., Incident, Change, Problem, Service Request).
• Monitor process performance and ensure compliance with defined KPIs and SLAs.
• Collaborate with cross-functional teams to ensure seamless integration of ITIL processes.
• Conduct regular process audits and maturity assessments to identify areas for improvement.
• Provide training and guidance to IT staff on ITIL best practices and process adherence.
• Drive continual service improvement (CSI) initiatives based on data-driven insights.
• Prepare and present reports to senior management on process performance and improvement plans.
• Ensure alignment of ITIL processes with business goals and regulatory requirements.
• Handling escalations

Important Requirements:

• Good Understanding of Incident, Problem, Change and Service Request Management

• Lean & Agile Culture
• ITIL v3 or ITIL 4 Foundation certification (Intermediate or Expert level preferred).
• 3 days mandatory- Work from Office
• 8+ years of experience in IT Service Management with a focus on ITIL process implementation and governance.
• Experience in managing ITIL process automation and tool integrations

Skills:

•  Experience in process management or a related role, with knowledge of service management principles, processes and best practices.

• Good communication and interpersonal/ intercultural skills, with the ability to build rapport and maintain positive relationships with teams and internal stakeholders.
• Strong abilities in lean management, with a customer-centric approach to resolving service-related challenges.
• Abilities with service management frameworks such as ITIL
• Good knowledge of Michelin IS is a real plus