
Global IT Support Governance Lead
Applied Materials India · Bengaluru, Karnataka, India
- On site
- Full-time
- $150,000 / year
- Bengaluru, Karnataka, India
Job highlights
- Lead global IT support governance and continuous improvement.
- Expert in IT Service Management and ServiceNow.
- Define and interpret IT support KPIs and metrics.
- Oversee operational performance and supplier accountability.
- Drive enterprise IT support strategy and execution.
About the role
About The Role
We are seeking a Global IT Support Governance Lead to 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 individual contributor leadership 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.
- Ensure governance consistency 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.
- Identify systemic 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-on expertise with ServiceNow in IT support governance and execution.
- Strong working knowledge of Incident, Request, Problem, and Knowledge modules.
- Ability to leverage ServiceNow data to identify trends and enable executive governance discussions.
Operational Performance & Control
- Establish strong operational discipline across global IT support services.
- Proactively identify performance 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 in support quality and accountability.
Operating Models & Standardisation
- Contribute to IT support operating models.
- Ensure clear roles, processes, and performance measures.
- Drive standardisation across regions and partners.
Leadership Expectations
- High ownership with minimal supervision.
- Influence without formal authority.
- Executive-level communication focused on insight and impact.
- Drive strategic optimisation beyond tactical execution.
Qualifications & Experience
Required:
- 10+ years in IT Support Governance / ITSM in global organisations.
- Expert-level knowledge across all ITSM processes.
- Strong ITSM KPI and metrics expertise.
- Hands-on ServiceNow experience.
- Strong stakeholder and executive communication skills.
Preferred:
- ITIL v4 certification.
- Agile / Scrum experience.
- Multi-vendor or outsourced support exposure.
Key skills/competency
- IT Support Governance
- ITSM
- ServiceNow
- ITIL
- KPIs
- SLA Management
- Incident Management
- Problem Management
- Knowledge Management
- Supplier Governance
Skills & topics
- IT Support Governance
- ITSM
- ServiceNow
- ITIL
- KPI Management
- Global IT
- ServiceNow Governance
- IT Operations
- Leadership
- Governance Lead
How to get hired
- Research Applied Materials: Understand their global impact in materials engineering and their commitment to innovation.
- Tailor Your Resume: Highlight 10+ years of ITSM, global governance, ServiceNow expertise, and KPI management experience.
- Showcase Leadership: Emphasize your ability to influence without authority and communicate effectively with executives.
- Prepare for ITSM Questions: Be ready to discuss your experience with Incident, Request, Problem, and Knowledge Management.
- Highlight Certifications: Mention ITIL v4, Agile, or Scrum experience if applicable, as these are preferred.
Technical preparation
Behavioral questions
Frequently asked questions
- What is the primary focus of the Global IT Support Governance Lead role at Applied Materials India?
- The Global IT Support Governance Lead at Applied Materials India is responsible for driving enterprise-wide governance, performance rigor, and continuous improvement of IT support services across their global operations. This involves establishing a framework, ensuring consistency, and leveraging expertise in ITSM and ServiceNow.
- What are the mandatory technical skills for the Global IT Support Governance Lead position?
- Mandatory technical skills include expert-level knowledge across all ITSM processes (Incident, Request, Problem, Knowledge Management) and hands-on expertise with ServiceNow, particularly its use in IT support governance and execution.
- How important is experience with IT Service Management (ITSM) for this role?
- ITSM expertise is critical. The role requires deep, end-to-end ITSM knowledge, acting as a subject-matter expert and ensuring strong integration across ITSM processes. Experience in defining and interpreting ITSM KPIs is also essential.
- What level of experience is required for the Global IT Support Governance Lead role at Applied Materials?
- The role requires a minimum of 10 years of experience in IT Support Governance / ITSM within global organizations. It is considered a senior individual contributor leadership role.
- Does Applied Materials India offer opportunities for career growth in this role?
- Yes, this is described as a senior individual contributor leadership role with a clear long-term growth path aligned to increased scope and strategic ownership, supported by a culture that encourages learning and development.
- What are the preferred qualifications for the Global IT Support Governance Lead?
- Preferred qualifications include an ITIL v4 certification, experience with Agile/Scrum methodologies, and exposure to multi-vendor or outsourced support environments. These can strengthen your application.
- What is the expected travel for the Global IT Support Governance Lead position?
- The role requires travel, with an indication of approximately 10% of the time. Relocation eligibility is also mentioned for this position.
- How does Applied Materials approach employee development and support?
- Applied Materials emphasizes a supportive work culture that encourages learning, development, and career growth. They are committed to providing programs and support for personal and professional growth, caring for employees at work and home.