Principal, ITSM Delivery Process Owner

Our site in Pune, India is seeking a Principal, ITSM Delivery Process Owner to join our team. You will provide strategic leadership and process ownership across Change Management, Request Management, User Experience (UX), and ITSM AI enablement, ensuring these areas are designed, governed, and executed consistently to deliver reliable outcomes and robust end-user experience.

This role serves as the execution-level decision authority within our India Tech Center (ITC) located in Pune India, enabling real-time decision-making, execution discipline, and delivery continuity during ITC business hours so work progresses predictably and remains aligned to ITSM leadership direction, priorities, and standards.

Operating in close partnership with the Principal Major Incident & Problem Manager and aligned to ITSM Senior Manager direction, this role translates defined strategy and intent into high-quality execution across the ITC organization.

What You’ll Do:

Change & Request Management – Principal Owner




- Serve as the Principal Owner for Change and Request Management, accountable for process strategy, design, build, and execution.
- Define and evolve standards, governance, workflows, and controls aligned to business risk tolerance and operational needs.
- Lead continuous improvement across Change and Request practices, including CAB effectiveness, risk assessment, quality controls, and integration with CMDB and Incident Management.
- Act as the senior authority for Change and Request interpretation, exception handling, and execution quality.
- Identify systemic execution gaps and drive corrective actions to completion.

User Experience (UX)
- Own process and execution leadership for ITSM user experience, including ServiceNow portal experience, forms, catalog, and usability standards.
- Ensure UX design and execution improve adoption, ease of use, and consistency across ITSM services.
- Partner with platform, service, and business sta

📌 Principal, ITSM Delivery Process Owner (Pune)
🏢 GoAsia Talent
📍 Pune