Global IT Support Governance Lead

About the Role

We are seeking a Global IT Support GovernanceLeadto own and drive enterprise-wide governance performance rigor and continuous improvement of IT support services across a large global organization.

This role serves as a central authority for IT support governance ensuring consistency accountability and measurable outcomes across regions delivery teams and strategic service partners. The successful candidate will bring deep end-to-end IT Service Management (ITSM)expertise strong hands-on command of ServiceNow-driven governance and the ability to influence outcomes at senior leadership levels without direct authority.

This is a senior individualcontributorleadership role with high visibility broad enterprise impact and a clear long-term growth path aligned to increased scope and strategic ownership.

Global IT Support Governance

• Own design and continuously evolve a global IT support governance framework aligned with ITIL and enterprise standards.

• Establish and run governance cadences that drive decisions accountability and execution.

• Ensuregovernanceconsistency across regions support towers and delivery models.

• Act as a point of alignment across global stakeholders to unify governance practices.

End-to-End ITSM Leadership (Mandatory)

• Act as a subject-matter expert across Incident Request Problem and Knowledge Management.

• Ensure strong integration across ITSM processes and prevent siloed execution.

• Identifysystemic issues spanning multiple ITSM processes and drive enterprise-level corrective actions.

ITSM Metrics & KPI Ownership

• Define govern and interpret IT support KPIs including SLA/OLA backlog aging MTTR/TTNR and knowledge effectiveness.

• Translate metrics into insight-driven narratives for leadership.

• Ensure KPIs drive improvement and accountability.

ServiceNow Expertise (Mandatory)

• Hands-onexpertisewith ServiceNow in IT support governance and execution.

• Strong working knowledge of Incident Request Problem and Knowledge modules.

• Ability to leverage ServiceNow data toidentifytrends and enable executive governance discussions.

Operational Performance & Control

• Establish strong operational discipline across global IT support services.

• Proactivelyidentifyperformance risks and execution gaps.

• Drive corrective and preventive actions through governance follow-ups.

Enterprise Execution & Transformation

• Provide governance oversight for enterprise IT support initiatives.

• Translate strategy into execution models and measurable outcomes.

• Maintain leadership visibility into progress and risks.

Supplier Governance & Accountability

• Own supplier governance cadences.

• Track supplier performance and escalations end-to-end.

• Drive improvements insupportquality and accountability.

Operating Models &Standardisation

• Contribute to IT support operating models.

• Ensure clear roles processes and performance measures.

• Drivestandardisationacross regions and partners.

Leadership Expectations

• High ownership with minimal supervision.

• Influence without formal authority.

• Executive-level communication focused on insight and impact.

• Drive strategicoptimisationbeyond tactical execution.

Qualifications & Experience

Required:

• 10 years in IT Support Governance / ITSM in globalorganisations.

• Expert-level knowledge across all ITSM processes.

• Strong ITSM KPI and metricsexpertise.

• Hands-on ServiceNow experience.

• Strong stakeholder and executive communication skills.

Preferred:

• ITIL v4 certification.

• Agile / Scrum experience.

• Multi-vendor or outsourced support exposure.