Global IT Support Process Governance Manager

What you’ll be doing

• Manage the IT Governance and adoption across Colleague Support globally, report on this and identify ways to improve the % 
• Hold stakeholders accountable for their areas of Colleague Support and adoption rates, rank these and help improve these rates.
• Establish and maintain governance frameworks to ensure compliance with internal policies, regulatory requirements, and industry standards globally.
• Collaborate with cross-functional teams to identify areas for process optimisation and automation to enhance the quality and speed of IT support delivery. 
• Lead regular reviews and audits of IT support processes and practices to identify gaps, risks, and opportunities for enhancement globally.
• Serve as a liaison between IT support teams and other departments to ensure alignment of processes with business needs and priorities.

You'll have the following skills and experience

• Proven experience in IT service management, with a focus on process governance and adherence 
• Knowledge of ITIL (Information Technology Infrastructure Library) or other IT service management frameworks preferred. 
• Excellent analytical and problem-solving skills, with the ability to identify root causes of why processes are not being adhered to, is it a system issue, process design issue or behavioural issue 
• Effective communication and stakeholder management skills, with the ability to influence and negotiate with colleagues at all levels of the organization. 
• Project management experience
• Relevant certifications (e.g., ITIL Practitioner, Six Sigma Green Belt) are a plus.