IT&D Manager, Service Management - DR

Information Technology & Digital

About the role

As the IT&D Manager – Service Management, you will lead the end-to-end governance, standardization, and continuous improvement of IT Service Management across a global, multi-vendor environment. This role is accountable for defining, implementing, and governing ITIL-aligned processes, ensuring service quality, operational resilience, and business alignment, with ServiceNow as the core ITSM platform. You will also play a key role in modernizing IT operations through automation, AIOps, and data-driven service management, enabling a transition toward a scalable, future-ready operating model.

Your responsibilities

• ITIL Process Ownership & Governance:
  • Incident Management & Service Request Management
    • Ensure effective lifecycle management with SLA adherence and reduced resolution times
    • Drive trend analysis and incident reduction initiatives
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