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 ...