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 support ecosystem.
Key Responsibilities
Shift-Left Strategy & Enablement
- Lead shift-left initiatives across IT support tiers, transitioning repeatable incidents, service requests, and known errors from L3/L4 to L1 and L2 teams.
- Enable effective shift-left execution through:
- Well-defined runbooks, SOPs, and operational playbooks
- High-quality knowledge articles and decision trees
- Automation and self-healing use cases
- Measure shift-left effectiveness using KPIs such as ticket deflection, resolution tier, and knowledge reuse, and continuously refine the approach.
Incident & Problem Management
- Partner with leads and managers to support structured incident triage, escalation, and stakeholder communication during production incidents.
- Drive effective Root Cause Analysis (RCA) practices, ensuring:
- Timely completion of RCAs
- Clear identification of corrective and preventive actions
- Focus on eliminating recurring issues and improving service stability
- Analyze problem trends and recurring incidents to identify improvement opportunities and support continual service improvement initiatives.
Change Management & Operational Readiness
- Support consistent execution of change management practices across production environments.
- Ensure changes are well-prepared with appropriate:
- Risk and impact assessments
- Rollback and contingency plans
- Testing validation and stakeholder communication
- Facilitate CAB meetings and change discussions to improve change quality and production readiness.
- Review incidents related to changes and collaborate with teams to improve change execution and outcomes.
- Participate in various audit activities (SOX, ISO27K, local audits) and provide necessary evidences related to Chanage Management.
Service Availability Management
- Manage the ITIL Service Availability Management practice to help ensure services meet agreed availability, reliability, and resiliency targets defined in SLAs and OLAs.
- Track and analyze service availability metrics, outage trends, and downtime impact to identify risks and improvement opportunities.
- Collaborate with SRE, Infrastructure, and Engineering teams to improve service resilience through redundancy, failover, and recovery enhancements.
- Integrate availability considerations into incident, problem, and change management activities.
- Drive availability-focused improvement initiatives to reduce unplanned outages and improve overall service uptime.
Process Ownership, Metrics & Continual Service Improvement
- Act as process owner for ITSM practices, including incident, problem, change, service availability, and operational readiness.
- Define and maintain clear process workflows, roles, and responsibilities to ensure consistent execution across teams.
- Establish and track KPIs to measure process effectiveness, efficiency, and improvement outcomes.
- Partner with teams to identify and implement automation opportunities that reduce manual effort and improve service reliability.
- Lead continual service improvement (CSI) initiatives by translating operational data and trends into prioritized improvement actions.
Stakeholder Engagement, Reporting & Escalations
- Partner with IT leadership and functional teams to align ITSM processes with operational and business needs.
- Provide regular reporting on process performance, trends, and improvement progress to stakeholders.
- Highlight systemic risks, recurring issues, and operational gaps, and collaborate with teams to drive resolution.
- Serve as a key point of contact for ITSM process improvements and operational excellence initiatives.
Required Qualifications & Experience
- 10+ years of experience in ITSM/ITIL-driven environments, with at least 3+ years in ITSM process ownership or service management roles.
- Strong experience working with Incident, Problem, Change, and Service Availability Management processes in large-scale environments.
- Proven ability to design, improve, and operationalize ITSM processes.
- Experience driving shift-left initiatives, automation, and ticket reduction through process improvement.
- Hands-on experience with ServiceNow and Jira for process configuration, reporting, and insights.
- Strong analytical and RCA skills with the ability to present insights to senior stakeholders.
- Excellent communication and collaboration skills across technical, operational, and leadership audiences.
Preferred Qualifications
- ITIL v3 or ITIL v4 Certification.
- Experience in SaaS, cloud-native, or high-availability production environments.
- Familiarity with SRE concepts such as SLIs, SLOs, and error budgets.
- Experience working in regulated or compliance-driven environments, including ISO 27001, SOX, and regional audit frameworks
Our Values
If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
