IT Service Excellence Manager As a leading international organization, we are seeking an experienced ITSM Process Specialist to join our IT governance team. This role offers the opportunity to strengthen our mission by delivering reliable and efficient IT services. Key Responsibilities: Develop and maintain ITSM processes, integrating changes such as new role introductions, tooling solutions, and optimization initiatives. Ensure compliance with KPIs and process flows, following up with process actors as needed. Enhance processes in line with ITIL, SIAM, and audit results to ensure best practice alignment. Onboard and train teams, ensuring smooth adoption of ITSM processes across the organization. Drive governance activities, lead process improvement initiatives, and align with key stakeholders and other organizational units. Required Skills and Qualifications: Technical: At least 10-15 years of experience in IT. Strong engineering background with system thinking, design, and process modelling expertise. Solid knowledge of ITIL & SIAM (certifications are a plus). Strong analytical and visualization skills with ability to create process blueprints. Experience in project management, stakeholder coordination, and driving execution. Skilled in preparing executive summaries and presenting complex solutions clearly. Non-technical: Excellent communication skills (written & oral) in English. Strong stakeholder management and conflict resolution abilities. Proactive, hands-on, and results-driven approach.