ITSM Governance Lead

Requisition ID: 24699

Grace, a Standard Industries company, is a leading global supplier of catalysts, engineered materials and fine chemicals. We provide innovative products, technologies and services which our customers use to manufacture everyday products like renewable fuels, pharmaceuticals, toothpaste, cosmetics, food packaging, beer, edible oils and more. Our thousands of employees help shape a better future at our global headquarters in Columbia, MD and locations worldwide.

Job Description

The ITSM Governance Lead owns day‑to‑day service governance across Incident/Service Request, Major Incident Management, Problem Management, Change Management (including facilitation of the Change Control Board), and Knowledge Management. The role ensures prompt response to disruptions and requests, minimizes risk through disciplined change practices, and maintains accurate, accessible knowledge to accelerate problem resolution. It also drives process governance, reporting, and continual improvement across ITSM—standardizing technology and workflows to elevate end‑user experience and operational reliability.

Reports to the IT Global Helpdesk Manager; collaborates closely with Global Process Owner (GPO), ServiceNow Admins, process owners, and extended IT teams to enforce governance and sustain continual improvement.

Responsibilities

• Service Operations & Request/Incident Governance: Monitor and govern queues for incidents and service requests; ensure SLA adherence, disciplined escalation, and consistent triage across helpdesks (IT, S2P, MDM, HR).
• Partner with assignment groups to remove bottlenecks and drive first contact resolution and deflection through high quality knowledge articles.
• Major Incident Management Acts as the central coordinator, not the technician. Manage the call flow, ensure clear communication, maintain documentation of the incident timeline, and keep the team focused on restoring services. To bring together the right people immediately to stop the business impact, rather than waiting for slow, standard ticketing processes. Log major incident via ServiceNow ticketing tool and ensure that all child tickets are updated regardless of the status and properly rolled up to the parent ticket. Ensure proper handover of incident to GHD team for monitoring and updating of incident ticket.
• Facilitate problem management discussions for recurring technical incidents, partner with assignment groups to identify technical root cause by providing data or information that may help assignment groups assess the technical problem to be able to come up with permanent fix or change proposal and log the information via Change Management Module.
• Change Management & CCB Facilitation: Run the Change Control Board cadence—agenda, risk assessment, approvals, and PIRs; enforce change policies, back out plans, and testing evidence to reduce production risk.
• Maintain end to end change artifacts (workflows, checklists, KPIs) and lead analytics on change induced incidents and stability trends.
• Knowledge Management: Govern the lifecycle of knowledge bases—authoring standards, review/approval, expiry/revalidation; drive KCS aligned behaviors and dashboards (views, feedback, incident deflection).
• Process Governance & Continual Improvement: Define/maintain ITSM policies, procedures, and standard intake templates that fit Grace’s context; coordinate cross helpdesk alignment to avoid rework in sprints.
• Performance Analytics: Build and publish KRIs/KPIs and control metrics (SLA compliance, backlog aging, change success rate, knowledge usage/quality); lead improvements based on data.
• Platform Enablement (ServiceNow): Partner with ServiceNow Admins/Solution Architects to configure OOTB workflows, business rules, notifications, catalogs, and reporting in alignment with governance standards.
• Stakeholder Engagement & Communication: Prepare executive ready summaries for leadership on operational risk, readiness, and improvement initiatives; coordinate with helpdesk leads and process owners.
  
  

Required Qualifications

• Bachelor’s degree and 3+ years in IT operations/service delivery or process governance (ITIL/COBIT familiarity).
• Hands on experience with ServiceNow ITSM (Incident, Request, Problem, Change, Knowledge) and Performance Analytics/reporting.
• Proven facilitation skills (CCB/operational reviews), strong data literacy, and ability to drive cross functional alignment.
  
  

Preferred Qualifications

• ITIL V4 Foundation (or higher); KCS Practitioner/Coach a plus.
• Experience implementing governance frameworks, intake templates, and process standardization across multiple helpdesks.
  
  

Benefits

• Guaranteed 14th month Pay
• Above-market Retirement Plan Design
• LinkedIn Learning Access
• Established Performance Incentive Program
• HMO coverage for employees on day 1
• Free HMO coverage for up to 3 qualified dependents
• Educational Assistance
  
  

Grace is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Grace via email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Grace. No fee will be paid in the event the candidate is hired by Grace as a result of the referral or through other means.

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