ITSM Service Excellence Leader
Core
Lead the automation, optimization, and maturation of IT Service Management (ITSM) function, shifting from manual processes to automated, data-driven operations within a high-volume banking environment.
Role type
Senior ITSM Service Excellence Leader (ITIL Expert)
Builds
Automated, resilient ITSM operations and governance frameworks for global technology teams
Domain
Banking / Financial Services / IT Service Management
Required skills
ITIL framework expertise, ITSM process optimization, automation strategy (AI/Orchestration/RPA), stakeholder influence, global team leadership, risk-based decisioning, KPI/KRI definition
Preferred skills
ITIL Intermediate or higher certification, Automation/AI/ML/RPA certifications
Technologies
ITIL, COBIT, ISO/IEC 20000, AI, orchestration, RPA
Responsibilities
Interface with senior executives to drive strategic ITSM outcomes; Serve as enterprise authority on ITIL-based processes; Lead continuous optimization of ITSM processes to reduce manual effort; Define process guardrails and risk-based controls; Drive automation-first strategy to reduce human dependency; Define and operationalize KPIs, KRIs, and experience metrics; Mentor and develop ITSM practitioners
Seniority
Senior, hands-on IC with leadership scope