ITIL Process Manager (Program Manager)

Position Summary

The Program Manager – ITG ( ITSM Process Management) is responsible for designing, improving, and operationalizing IT service management processes across the enterprise, with a strong focus on incident, problem, change, and service availability management. This role ensures ITSM processes are practical, consistently adopted, measurable, and aligned with ITIL best practices to support reliable and efficient IT operations.

The role provides program-level oversight of 24x7 operational readiness, escalation frameworks, and process execution, while driving initiatives that reduce recurring issues, improve system reliability, and lower support demand through process standardization, shift-left enablement, and automation. The Program Manager partners closely with IT leaders, managers, SRE, DevOps, and Application/Engineering teams to align priorities, coordinate dependencies, track outcomes, and deliver continual service improvements across the IT...