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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT Service Management (ITSM) with a strong focus on ITIL processes, metrics-driven management, and governance implementation. Proven ability to drive continuous process improvement and manage vendor relationships in large-scale corporate environments.
Highest-signal resume keywords
IT Service Management (ITSM)ITIL ProcessesMetrics-Driven ManagementGovernance ImplementationContinuous Process Improvement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementChange ManagementProblem ManagementConfiguration ManagementService Catalog ManagementRequest ManagementService Level ManagementKnowledge ManagementProcess Maturity AssessmentOrganizational Transformation
Soft Skills
LeadershipCollaborationCommunicationVendor ManagementStakeholder Engagement
Tools & Technologies
ServiceNowSMAXJira Service ManagementRemedy
Certifications & Qualifications
ITIL 4 Managing ProfessionalITIL 4 Strategic LeaderCOBIT Certification
Industry Keywords
Electric Power SectorRegulated EnvironmentsAuditingCompliance
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Formalize the Process Owner and Process Manager structure and implement the ITSM governance plan.
- Drive the maturity development of Incident, Change, Problem, Configuration/Asset, Service Catalog, Request, SLA, and Knowledge processes.
- Monitor KPIs, SLAs, and OLAs, reporting progress and variances to senior leadership and management.
- Mobilize internal teams, vendors, and partners to execute action plans and digital transformation initiatives.
- Promote continuous process improvement and alignment between IT and the business.
Requirements
What you’ll need- Experience in IT Service Management (ITSM) within large-scale corporate environments.
- Strong knowledge of ITIL processes (Incident, Change, Problem, Configuration/Asset, Service Catalog, Request, Service Level, and Knowledge), with an end-to-end process perspective.
- Experience designing, assessing the maturity of, and continuously improving ITSM processes.
- Experience with metrics-driven management (KPIs, SLAs, and OLAs).
- Experience managing vendor and partner governance.
- Knowledge of COBIT, auditing, and compliance.
- Experience with ITSM tools (ServiceNow, SMAX, Jira Service Management, Remedy) — preferred.
- Advanced ITIL 4 certifications (Managing Professional / Strategic Leader) or COBIT certification — preferred.
- Experience in the electric power sector or highly regulated environments — preferred.
- Track record in organizational transformation programs and implementing governance from the ground up — preferred.
Benefits
Comp & perks- 12-month contract/engagement
- Remote work