Designation: SIAM Governance Lead - Service Now

Desired Candidate Profile: Job Related Skills & Characteristics -

- Solid understanding of ITSM (incident, Change, Problem, Request)
- Explicit communication (written + verbal) with global teams
- Experience in change management and risk control
- Ability to challenge vendors and enforce process compliance
- Ability to manage cross-region coordination (NA,EU,AP,CN)
- Experience handling major incidents/escalation
- Strong Understanding of Service Now ITSM or Service Now certification (ITSM or CSA)
- Experience working with global delivery teams (offshore/onshore)
- Knowledge of CMDB and Service mapping
- Experience with audit or compliance reviews
- Familiar with continuous improvement (Kaizen)

Roles & Responsibilities: This role provides independent governance, risk control, and process oversight. It does not execute change activities but ensures all changes follow global standards and risk is properly managed.

1. Global Governance and Standardization Leadership:

- Act as a leader within the GOC Centre of Excellence, ensuring alignment across all regions (NA,EU, AP, CN, JP)
- Drive global ITSM standardization, preventing regional or functional deviations from defined processes and platform design Partner with
- SIAM, GOC and regional teams to ensure consistent execution and compliance with global standards
- Serve as the escalation point to cross-region conflicts, ensuring alignment and resolution with minimal business disruption.

2. Strategic Direction & Continuous improvement:

- Continuous evaluation industry trends,



emerging technologies an ITSM best practices (in collaboration with TCS and external partners)
- Assess and recommend new capabilities (ex: AI, Automation, event management, integration) aligned with long term strategy.
- Drive continuous service improvement (CSI) initiatives across global operations through the SEO functions
- Ensure that all improvements are:

-Scalable Globally
-Aligned with governance and compliance
-Deliver measurable business value

3. Decision Support & Executive Alignment:

- Support executive-level decision making by providing:

- Structured issue analysis
- Data driven recommendations
- ROI and cost benefit evaluation
- Risk and impact assessments

- Translate complex operational or technical issues into clear executive level insights

4. SIAM Governance execution & oversight:

- Oversee end-to-end SIAM governance across ITSM processes, including:

- SLA performance monitoring and reporting
- Major incident governance and escalation
- Change risk and conflict management across regions
- Problem management effectiveness and root cause elimination.

- Ensure vendors (TCS) operate within agreed SLAs, OLAs, and governance expectations
- Drive service performance transparency through dashboards, KPI and reporting
- Lead governance forums such as :





- Change Advisory Board
- Major incident review
- Service Performance review

5. Vendor & Partner Management (TCS /Ecosystem):

- Act as the primary governance interface with Vendor and Internal team
- Ensure TCS deliver against:

- Contractual commitments
- Service quality expectations
- Continuous improvement targets

- Challenge and validate vendor proposal to ensure:

- Alignment with strategy
- No unnecessary customization or complexity

- Drive accountability and performance improvement between Vendor and team

6. People Development and Capability Building:

- Serve as a Senior mentor, coaching team members
- Provide guidance on:

- Best Practices
- Problem -solving approaches with root cause analysis
- Governance mindset and ownership

- Support knowledge sharing to reduce dependency on vendors and build internal expertise
- Promote culture of ownership, accountability and proactive behaviour

7. Cross Regional coordination & Alignment:

- Collaborate with regional leads to ensure smooth global rollout and adoption of service now and GOC service processes
- Align regional requirements with Global standards without over customization
- Facilitate communication across NA,EU, CN and JP team
- Ensure consistent user experience and service quality globally.

Added Advantages -

- Detail Oriented and structured
- Confident to enforce governance (not passive)
- Calm under pressure (especially during escalation)
- Proactive (Identify issues before they become problems)
- Strong ownership mindset

📌 Lead - Governance and ServiceNow (India)
🏢 Antal International
📍 India