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 disruption. The 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 practice maintains 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.

• 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 12‑month 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 time‑bound 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, day‑to‑day 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

• 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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