Head of Subsection - Global Process Owners

Responsibilities:

The role provides leadership and oversight across all ITSM process domains, ensuring:

• Ownership and documentation of ITSM Processes
• Consistent global process governance and execution
• Standardization across the MR group (all entities and operating companies)
• Quality assurance and process effectiveness (Measuring and performing QA checks to identify compliance and any gaps that need to be remediated).
• Compliance with internal policies, audit, regulatory and risk requirements
• Works closely with 2nd line (IRM) to ensure IT process align with risk management policies and guidelines
• Ownership and oversight of all ITSM audit findings and their remediation.
• Continuous improvement and digital transformation of ITSM capabilities
• Effective leadership of the Global Process Owner community
• Provide training and awareness on the ITSM Processes
• Functional management of a global team of diverse, highly performing and motivated staff of IT experts
• Working closely and coordinating with other IT units on a global level
• Global ITSM Process Strategy & Governance
• Execute and maintain the global ITSM Process governance framework, standards, documentation (guidelines and Work Instructions), and strategic roadmap.
• Ensure alignment of ITSM processes with organizational objectives, regulatory obligations, and industry best practices.
• Establish governance structures, decision‑making forums, and process ownership models across all ITSM domains.
• Leadership of Global Process Owners
• Lead, mentor, and coordinate the Global Process Owner team across all ITSM processes.
• Define objectives, priorities, and performance expectations for Process Owners.
• Ensure consistent process design, documentation standards, and execution methodologies across all process areas.

Knowledge and Skills

Experience

• Minimum 10 years of experience in either IT Service Management, IT Operations (either in Infrastructure or Applications), or IT Governance.
• Minimum 5 years of leadership experience
• Senior stakeholder engagement experience
• Proven experience operating in complex multinational organizations with multiple stakeholders and regulatory environments.

Skills

• Expert knowledge of ITSM frameworks and governance models, particularly ITIL.
• Strong leadership and people management capabilities.
• Strategic thinking and enterprise-wide process management expertise.
• Excellent stakeholder management and executive communication skills.
• Strong analytical, risk management, and decision‑making capabilities.
• Experience with ServiceNow and company reporting tools

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