Service Management Practice Enablement Lead

The PEL is a permanent SM Practice Governance Role, that develops, maintains and oversees the enablement of all the SM Practices, as part of our Center of Excellence (CoE) within Central Service Management.We ensure there is continual service improvement, maturity and global consistent adoption of all the practices, and they act as the 'glue' between the broader SM Governance roles, business units and service delivery areas. The Business Analysts provide support to the PEL and work closely with Practice Owners, Managers & Practitioners. The role is like being an internal consultant, the PEL is an orchestrator, integrator and ITSM ITILv4 subject matter expert across all Practices.PEL's are responsible for measurement Frameworks & Controls to ensure Governance and Compliance across the Practices, monitoring Metrics and KPI's.  Conducting audits and assessments to identify gaps and improvement opportunities.The PEL is also accountable for Practice documentation and associated learning materials, ensuring it is up-to- date and accessible to relevant stakeholders and carrying out Instructor led training.About the Role:In this opportunity, as Service Management Practice Enablement Lead, you will:

• Responsible for the enablement, continual improvement and ongoing tactical and strategic governance of multiple, often related, ITIL-based Practices
• Enables the Practice Owners in the successful management and execution of the service management practice to enable a better service and support experience
• Better position the practices, lead process improvement activities and coordinate the proper use and adoption of service management processes across all service delivery areas
• Subject matter experts in all or many of the service management practices/processes
• Provide technical guidance/expertise on the service management technology used to enable and automate the practice
• Consulting and advice to the Practice Owners to help establish and develop the practice, adopt methods and techniques
• Provides an integrated and holistic view of practices and processes and why they are important in the TR services ecosystem
• Ensures practice-related training and resources are provided to the practice leads
• Evangelize and promote the proper use of the practice representing all 4 dimensions of service management
• Work closely with the service management product owner to ensure product direction and improvements are carried out
• Enable the proper use and prioritization of an integrated continual improvement register and governance the practices
• Conduct process value stream mapping, identify key integrations and dependencies, provide process design services and process maturity assessments as well as recommendations for improvement

About You:You're a fit for the role of Service Management Practice Enablement Lead if your background includes:

• Advanced knowledge of ITIL 4 frameworks, particularly the Managing Professional and Strategic Leader schemes.
• Strong verbal and written communication skills.
• Experience with ServiceNow modules and integrations.
• Thought leadership in service management and a mindset for continual improvement.
• Strong governance skills and ability to influence without direct authority.
• Familiarity with frameworks like DevOps, Lean, Agile, Agile Service Management, and Site Reliability Engineering.
• Govern and improve multiple ITIL-based service management practices.
• Support Practice Owners in managing and executing service management practices effectively.
• Lead process improvement initiatives and ensure proper adoption of service management processes.
• Serve as a subject matter expert in service management practices and processes.
• Provide technical guidance on service management technology and automation.

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What's in it For You?

• Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.

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• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.

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