Global IT Support Governance Lead

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