The Process Governance Lead is responsible for operationalizing governance, compliance, adoption, maturity, and continual improvement across all key ITSM processes within the GITSM TAN (CoE). The role works with Global & Regional Process Owners, Regional ITSM Leads, service teams (including GCC), and outsourced partners to ensure consistent execution of global process policies, standards, controls, KPIs, and corrective actions across Infrastructure and Application Services. The role also serves as the Incident and Problem Manager, with direct responsibility for Incident and Problem governance, process effectiveness, Root Cause Analysis (RCA), Post Incident Review (PIR), problem backlog discipline, and reduction of repeat incidents. The position supports the designated Eisai Change Manager in strengthening Change governance, CAB/eCAB effectiveness, risk discipline, and adoption, without replacing Change process ownership or CAB decision accountability. Until the dedicated Change Manager is onboarded, the Process Governance Lead will also perform the Change Manager role and manage CAB/eCAB operations. Upon onboarding of the dedicated role, Change Management and CAB/eCAB accountability will transition to the Change Manager/CAB Manager, with the Process Governance Lead continuing to provide cross-process governance, insights, process stewardship and adoption support.
WHY THIS ROLE EXISTS
• To operationalize global ITSM policies, standards, controls, and governance requirements across all key ITSM processes
• To drive consistent process adoption, compliance, maturity, and measurable effectiveness across regions, service towers, and providers
• To provide focused leadership for Incident and Problem Management effectiveness
• To strengthen RCA and PIR discipline and reduce repeat incidents
• To provide leadership and oversight for Change governance, CAB/eCAB execution, risk discipline, and adoption
• To identify process gaps, coordinate corrective actions, and drive continual improvement
• To provide transparent process performance reporting and evidence for governance, audit, and leadership reviews
KEY RESPONSIBILITIES
ITSM Process Governance, Compliance & Adoption
• Lead operational governance, compliance, adoption, maturity, and continual improvement across all key ITSM processes
• Operationalize global process policies, standards, controls, KPIs, and lifecycle decisions established by Federated Process Owners
• Establish process governance reviews, compliance checks, maturity assessments, and corrective action tracking
• Drive consistent process execution across Americas, Japan, EMEA, GCC teams, Infrastructure and Application Services, and outsourced partners
• Coordinate with Regional ITSM Leads to address local adoption needs, approved exceptions, and structured feedback
• Identify cross-process gaps, control weaknesses, and opportunities for standardization, simplification, and automation
• Maintain governance documentation, operating procedures, RACI alignment, and process evidence required for audits and reviews
• Promote process awareness through communications, coaching, training support, and stakeholder engagement
• Develop and execute process adoption plans covering stakeholder readiness, communications, role-based training, office hours, go-live reinforcement, and ongoing coaching
• Establish adoption success measures for each key ITSM process, including training completion, process adherence, workflow usage, exception trends, data quality, and stakeholder feedback
• Identify adoption barriers by region, service tower, and provider, and coordinate targeted remediation with Process Owners, Regional ITSM Leads, service teams, and partners
• Confirm that process changes are embedded into day-to-day ways of working and sustained after implementation, rather than measured only by deployment completion Incident Management Effectiveness
• Serve as the Incident Manager and govern Incident Management performance and compliance globally
• Monitor incident quality, prioritization, assignment, escalation, SLA performance, backlog health, and resolution effectiveness
• Drive consistent application of incident categorization, prioritization, escalation, and closure standards
• Analyze incident trends and recurring failure patterns to identify corrective and preventive actions
• Partner with the SMO Lead, service teams, and providers on incident performance reviews and corrective actions
• Support Major Incident Management governance, PIR follow-through, and cross-trained MIM coverage as required by the TAN operating model Problem Management & RCA/PIR Discipline
• Serve as the Problem Manager and lead Problem Management governance and operational effectiveness
• Drive proactive and reactive problem identification, prioritization, investigation, and closure
• Assure the quality, timeliness, and completeness of RCA and PIR outputs
• Govern problem records, known errors, workarounds, corrective actions, preventive actions, and aged backlog
• Facilitate cross-functional problem reviews focused on elimination of recurring incidents and service risk
• Track action ownership, due dates, evidence, effectiveness, and sustained closure
• Report measurable improvements in repeat-incident reduction, problem backlog health, and service stability
Change Governance & CAB/eCAB Support
• Perform the Change Manager role and manage CAB/eCAB operations until the dedicated Change Manager/CAB Manager is onboarded; thereafter provide leadership and oversight to the role
• Provide Incident and Problem insights to strengthen change risk assessment, scheduling, approval decisions, and post-change learning
• Analyze failed changes, emergency changes, unauthorized changes, change-related incidents, and recurring risk patterns
• Support preparation of CAB materials, governance data, risk discussions, action tracking, and follow-through
• Help drive adoption of Change policies, standards, controls, and required evidence across delivery teams and providers
• Coordinate improvement actions across Incident, Problem, and Change, with the Change Manager/CAB Manager retaining day-to-day Change execution and CAB decision accountability once onboarded Performance Reporting, Audit & Continual Improvement
• Define and maintain process health measures in alignment with Federated Process Owners and the Service Performance & Reporting Analyst
• Monitor KPIs, SLAs, OLAs, compliance measures, aging, exceptions, and process maturity indicators
• Provide process-level insights, risks, trends, and corrective actions for governance and leadership reviews
• Support internal and external audits by maintaining traceable evidence of process compliance and remediation
• Build and manage a prioritized process improvement backlog with clear owners, milestones, benefits, and closure evidence
• Partner with the Service Performance & Reporting Analyst, who coordinates CSI across towers, to track improvement value and closure
ServiceNow Process Enablement
• Partner with the GITSM Platform Architect and Platform Team to translate approved process enhancements/refinements into ServiceNow configurations, controls, workflows, and reporting
• Validate that platform changes remain aligned with defined process standards and governance requirements
• Support requirements definition, testing, release readiness, communications, training, and adoption for process improvements
• Identify opportunities to improve data quality, workflow discipline, automation, and user experience without creating unnecessary customization
ROLE BOUNDARIES
• Process Owners retain ownership of global policy, standards, controls, KPIs, exceptions, and lifecycle decisions
• The Process Governance Lead operationalizes those standards and leads compliance, adoption, maturity, Incident governance, and Problem governance
• Until the dedicated Change Manager/CAB Manager is onboarded, the Process Governance Lead will perform the Change Manager role and manage CAB/eCAB operations; after onboarding, the Change Manager/CAB Manager will report to the Process Governance Lead and assume day-to-day Change governance and CAB/eCAB operations
REQUIRED SKILLS & EXPERIENCE
• 10+ years of experience in IT Service Management, process governance or related roles
• Strong hands-on experience in Incident, Problem, and Change Management in a complex enterprise environment
• Demonstrated experience driving adoption, compliance, maturity, and continual improvement across multiple ITSM processes
• Strong knowledge of Incident prioritization, escalation, SLA management, Problem Management, RCA, PIR, known error, and corrective action disciplines
• Practical experience supporting Change governance, CAB/eCAB operations, change risk assessment, and post-change review
• Experience defining and using process KPIs, compliance measures, maturity assessments, and executive reporting
• Experience working across global regions, hybrid delivery models, and outsourced service providers
• Strong facilitation, stakeholder management, influencing, and executive communication skills
• Working knowledge of ServiceNow ITSM workflows, controls, reporting, and process enablement
PREFERRED QUALIFICATIONS
• Experience in pharmaceutical, life sciences, or another regulated industry
• ITIL 4 Managing Professional or equivalent advanced ITSM certification
• ServiceNow ITSM implementation, administration, or process consulting exposure
• Experience with Lean, Six Sigma, process maturity assessment, or continual
improvement methods
• Experience supporting internal controls, audit evidence, and remediation governance
EDUCATION & CERTIFICATIONS
• Bachelor’s degree in Information Technology, Engineering, Business, or a related field
• ITIL Foundation certification required; advanced ITIL certification preferred
• Lean Six Sigma, COBIT, PMP, PRINCE2, or ServiceNow certification preferred