Service Owner – Operational Excellence

Role Overview The Head of Operational Excellence will lead the design, implementation, and continuous improvement of service delivery frameworks across the GCC. This role will be accountable for service management, governance, process excellence, and operational maturity aligned with global enterprise standards. The position will drive ITIL-led service management processes and maturity, ServiceNow platform optimization, service portfolio definition, project governance, and enterprise-wide reporting, while also playing a key role in capacity planning, talent strategy, and operational scalability for the GCC. Key Skills & Competencies Strong expertise in ITIL framework and ITSM practices Deep experience with ServiceNow platform (ITSM, ITOM, CMDB, ITAM) Proven track record in GCC setup/scale and operational leadership Strong program/project management governance expertise Experience in defining service catalogs, SLAs, KPIs Excellent analytical, reporting, and dashboarding capabilities Strong people leadership, stakeholder management, and influencing skills Exposure to automation, AI/ML in IT operations (preferred) Lean / Six Sigma certification (preferred) Qualifications Bachelor’s degree in Engineering / IT / Computer Science MBA or equivalent (preferred) ITIL Certification (Expert/Managing Professional preferred) PMP / Prince2 / Agile Certifications (preferred) 15-20 years of Industry experience Success Metrics Service delivery performance (SLA adherence, CSAT, quality metrics) ServiceNow adoption and maturity Efficiency gains and cost optimizations Talent retention, capability growth, and internal mobility Quality of reporting, insights, and decision enablement Project delivery success rates Leadership Expectations Strategic thinker with execution excellence Ability to build and scale GCC capabilities Strong collaboration with global IT and business leaders Focus on innovation, transformation, and continuous improvement Key Responsibilities 1. IT Service Management & ITIL Governance Lead and institutionalize ITIL-based service management processes (Incident, Problem, Change, Release, Service Request, etc.). Ensure process standardization, compliance, and continuous improvement across all GCC service streams. Define, monitor and report service KPIs, SLAs, OLAs, and operational metrics in collaboration with Service delivery function Establish governance forums and drive service review cadence with stakeholders. 2. ServiceNow Platform Ownership Own and evolve the ServiceNow platform strategy, roadmap, and adoption. Ensure optimal utilization across ITSM, ITOM, CMDB, Asset Management, and workflow automation. Collaborate with global teams to implement enhancements, integrations, and automation initiatives. Drive data quality, platform governance, and user experience improvements. 3. GCC Service Portfolio & Offering Define and maintain the GCC service catalog and service offerings aligned to enterprise needs.