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
Master ITSM processes: Incident, Request, Problem, Knowledge.,Become proficient with ServiceNow for governance.,Understand IT support KPIs and metrics deeply.,Review ITIL framework and certifications.
Behavioral questions
Describe leading governance without direct authority.,How do you drive continuous improvement in IT support?,How do you communicate complex IT metrics to executives?,Share an example of handling supplier performance issues.
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.