Practice Owner Knowledge & Request Management

The Practice Owner has accountability and authority to ensure that the practice is effective efficient and adaptable. The role is central to Service Management Governance & Continual Improvement. The Practice Owner sets the strategic direction and is accountable for the named practices ensuring integration into value streams adoption and measurement of the practices ensuring proper use of the enabling tools such as the ServiceNow platform. The role acts as a bridge between the practices and the people that use and follow the practice day-to-day (the practitioners) and the broader organization (internal and external stakeholders).

Service Request Management manages user-initiated pre-defined requests such as access requests or software installations. It focuses on enhancing user experience through automation self-service portals and standardized repeatable separating routine service delivery from incident management. It ensures these routine requests are managed with speed consistency and minimal Service Catalog Management is the primary doorway for starting the Request process using a single trustworthy and consistent source of information. It acts as a storefront for IT enabling users to browse understand and request services while aligning IT capabilities with business needs. The Knowledge Management practicemaintains and improves the effective efficient and convenient use of information and knowledge across the organization. It involves capturing structuring storing and sharing knowledge to support decision-making improve service quality and fostering a learning culture.

The Practice Owner will be focusing on Service Catalog Request and Knowledge Management and will work closely with the broader SM Governance roles in designing implementing maintaining and continually improving the processes ensuring that the enabling tools such as the ServiceNow supports the features and functionality necessary for efficient and effective Catalog Request and Knowledge Management processes.

About The Role:

• Own the strategic direction and long-term vision for the ITIL practice ensuring it is effective efficient and adaptable
• Define and maintain a 3-year strategic roadmap and a rolling 12month tactical plan for the practice
• Set short- and long-term goals for the practice; establish and track CSFs KPIs OKRs SLAs and quality metrics
• Establish the current maturity baseline; define target maturity levels and a timebound plan to close gaps
• Accountable for overall practice performance outcomes and value realization across the organization
• Ensure the practice is integrated into value streams and adopted by stakeholders; drive continual improvement
• Define the practice scope (organizational geographic and technical) including inclusions exclusions and exception handling
• Ensure practice documentation (process guides standards training) is created approved published and maintained
• Identify compliance requirements and controls; approve control procedures and ensure audit readiness
• Define and manage schedules for maturity assessments and compliance/execution audits; ensure funding and resourcing for both
• Secure and steward the resources required to operate and improve the practice (budget people tools and partners)
• Set technology/tooling direction for the practice; ensure proper tool utilization integration automation and measurement
• Manage vendor and partner relationships aligned to practice objectives and service levels
• Act as the primary bridge between the practices daytoday practitioners and internal/external stakeholders
• Participate in and represent the practice in governance forums (e.g. Strategic Practice and Platform Council)
• Resolve conflicts and prioritize initiatives within the practice domain in alignment with enterprise strategy
• Oversee practice reporting and insights; ensure continuous monitoring and transparent communication of performance and risks
• Submit and sponsor improvement requests (funding staffing training certifications) to advance practice maturity
• Champion a culture of standardized consistent practice execution and measurable service improvement

About You:

• ITIL 4 (particularly the advanced perspectives gained in the Managing Professional and Strategic Leader schemes)
• 10 years in IT Service Management including 3 years managing Service Catalog Request and Knowledge Management ITIL-based practices at an Enterprise level.
• Excellent Verbal and Written Communication Skills
• Service Management thought leadership and continual improvement mindset
• Governance mindset; ability to resolve priority conflicts across teams; analyse performance data; communicate clear insights to executives and teams
• Ability to influence and align diverse stakeholders without direct reporting authority
• Proficiency with the ServiceNow ITSM platform including reporting/dashboards.
• Hands-on experience in the setup and tracking of CSFs KPIs/OKRs SLAs and quality metrics

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Whats in it For You

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