Request Fulfilment Manager
Core
Provide governance, oversight, and continual improvement for the end-to-end service request lifecycle, ensuring standard user requests are consistently routed, approved, fulfilled, and closed.
Role type
Senior IT Service Management (Request Fulfillment) Manager
Builds
Service request processes, service catalogs, and operational controls for enterprise IT services
Domain
IT Service Management / Enterprise Operations
Required skills
IT service management governance, service catalog management, process documentation, stakeholder coordination, performance monitoring, data analysis, quality auditing, workflow optimization
Preferred skills
ITIL 4 certification, ServiceNow platform expertise, workflow automation, self-service enablement, matrixed service delivery experience
Technologies
ServiceNow, ITSM platforms
Responsibilities
Own and govern the Request Management practice; maintain and optimize service catalog entries and fulfillment workflows; monitor request volumes, backlog, and service levels; produce performance reports and dashboards; facilitate operational reviews and governance forums; lead continual improvement actions for request completion and efficiency.
Seniority
Senior, hands-on IC with governance and mentorship responsibilities