Governance Engineer – IT Service Management

About the role

We are looking for a Governance Engineer to strengthen IT governance, process maturity and service quality within our IT Operations. You will define, execute, monitor and audit ITSM processes, ensuring compliance with SLAs, KPIs and ITIL best practices while supporting risk management and continual service improvement.

Key responsibilities

• Define, execute and audit ITSM governance processes aligned with ITIL and global standards.
• Monitor SLA, OLA and KPI compliance, track service performance trends and manage escalations.
• Conduct process maturity assessments, audits and internal reviews, maintaining action plans and follow‑ups.
• Oversee Incident, Problem and Change Management execution and governance.
• Analyse operational data using ITSM tools and produce management and executive reports.
• Maintain ITSM documentation, service catalog, SLA portfolio and process definitions.
• Support service resilience initiatives, including Business Impact Analysis and Disaster Recovery Planning.

Required profile

• Proven experience in IT governance, ITSM or service management within IT Operations.
• Strong knowledge of ITIL (v3 or v4) and ITSM process frameworks.
• Hands‑on experience with ITSM tools such as ManageEngine or similar platforms.
• Experience conducting audits, managing evidence and supporting compliance activities.
• Excellent analytical, communication and organizational skills.

Required skills

• ITIL (v3 or v4) certification or equivalent knowledge.
• ITSM tools (e.g., ManageEngine or comparable).
• Business Impact Analysis (BIA) methodology.
• Disaster Recovery Planning (DRP) processes.

What we offer

• Learning & Development platforms with technical and leadership training.
• Career growth with regular performance reviews and mentorship.
• Hybrid or remote work arrangements with a remote work bonus.
• Health Maintenance Organization (HMO) coverage, life insurance and special leave benefits.