Job Description

Description

The ITSM Strategy and Governance Specialist is responsible for developing, implementing, and maintaining IT Service Management (ITSM) strategies, governance frameworks, and reporting mechanisms across Anthesis. This role ensures alignment between IT services and business objectives, fosters continuous improvement, and supports compliance with internal policies and external standards.
The Specialist will collaborate across IT and business units to: Define and maintain IT governance policies and procedures. Ensure consistent application of ITIL practices across service delivery and support. Develop and manage reporting frameworks to monitor ITSM performance, compliance, and service quality. Support audits, risk assessments, and regulatory compliance efforts related to ITSM.

Key Responsibilities

Strategy & Governance

Develop and maintain ITSM processes aligned with organizational goals. Establish and enforce governance structures for ITSM processes (e.g., Incident, Problem, Change, Configuration, Release, and Service Request Management). Collaborate with stakeholders to ensure process ownership and accountability. Facilitate regular reviews and updates of ITSM policies and procedures. Govern ITSM policies and procedures to ensure consistent application.

Reporting & Analytics

Design and implement dashboards and reports to track KPIs, SLAs, and service performance. Analyze trends and provide actionable insights to improve service delivery and customer satisfaction. Present findings and recommendations to leadership and stakeholders. Establish a service review process across the vendor ecosystem.

Compliance & Risk Management

Support IT risk assessments and ensure ITSM practices align with cybersecurity and compliance requirements. Coordinate with internal audit and security teams to address findings and implement corrective actions. Maintain documentation to support compliance audits and certifications.

Continuous Improvement

Identify opportunities to optimize ITSM processes and tools. Lead initiatives to enhance service quality, efficiency, and user experience. Stay informed on industry best practices and emerging technologies

Skills, Knowledge & Expertise

A bachelor's degree in information technology, Business Administration, or a related field. ITIL certification (Foundation or higher) required. Experience with ITSM tools (e.g., ServiceNow, BMC Remedy). Strong analytical and reporting skills (e.g., Power BI, Excel). Excellent communication and stakeholder management skills.

About Anthesis Group

Our commitment to building and maintaining a diverse workforce

Anthesis has clients across all industry sectors and supports some of the world's largest multinationals such as Reckitt, Cisco, Tesco, The North Face, and Target. The company brings together 1,400+ experts operating across 22 countries and 44 office locations with offices in Australia, Belgium, Brazil, Canada, China, Colombia, Finland, France, Germany, Hong Kong, Ireland, Italy, the Middle East, Netherlands, the Philippines, Singapore, South Africa, Spain, Sweden, Switzerland, the UK, and the US.



We encourage all employees to contribute their ideas, perspectives, and experiences to help us create an inclusive and equitable workplace. By embracing diversity and providing equal opportunities, we believe we can drive innovation, foster creativity, and achieve our shared goals. So, if you're ready to be a part of something truly extraordinary, then we want you! Qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, pregnancy, marital status, protected veteran status, or disability status.



Together, we can continue to build a diverse and inclusive workforce where everyone has an equal opportunity to succeed and thrive.



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