Role Overview

The “Lead (Backup) - ITSM Metrics & Process Governance” is a senior individual contributor responsible for supporting the development, documentation, and continuous improvement of processes across the organization. This role works closely with the ITSM / CFS Process Manager, ITSM Team Lead, and Governance, Risk, and Compliance (GRC) teams to ensure processes are well-defined, clearly documented, compliant, and consistently communicated. Serving as a key enablement and support role, the position assists with process design, metrics development, and executive-ready reporting while acting as a functional backup to the CFS Manager when needed. The role emphasizes strong process-oriented thinking, exceptional written and verbal communication, high-quality documentation, and the ability to translate operational data into clear, visually compelling narratives for teams and senior leadership. With growing adoption of automation and AI across ITSM, the role also supports ...