IT Process Manager-Service Request

About Olympus

We are an equal opportunities employer and we are committed to ensuring that no applicant or employee receives less favorable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown.

The job is conducted in line with our Core Values which are: Patient Focus, Integrity, Innovation, Impact and Empathy. Olympus is an equal opportunities employer championing a culture of equality, diversity and inclusion embedded throughout the organization and workforce.

Job Summary

The Global IT Process Manager – Service Request is responsible for the end-to-end ownership, governance, and continuous improvement of the global Service Request management and Service Catalog process and lifecycle. This role ensures a consistent, efficient, and user-centric approach to how employees request and receive IT services across all regions through collaboration throughout Global IT. The role defines and governs a standardized, ITIL-aligned operating model, including service catalog structure, optimizing request / workflows models, KPIs, SLAs, automation strategies and establishing a global IT Service Catalog, enabling users to seamlessly access services across regions and fulfillment processes to enhance service stability, security, and scalability, while enabling smooth and effective handoffs between internal teams and external partners.

The Global IT Process Manager – Service Request is accountable for the performance, compliance, and maturity of the Service Request process globally. This includes driving continuous improvement initiatives, increasing self-service and automation, and ensuring alignment with security, risk, and audit requirements. The role also oversees managed service providers (MSP) to ensure delivery quality, compliance, and adherence to ITIL best practices for Service Requests and overall Service Catalog.

PRIMARY DUTIES AND RESPONSIBILITIES

Process Owner & Governance

• Own and govern the end-to-end global Service Request Management and Service Catalog processes ensuring standardized, optimized and high quality service delivery through our managed service provider (MSP)
• Align with ITIL best practices and business goals. Establish clear accountability and structured governance across the full process lifecycle.
• Define and maintain governance frameworks, including KPIs, policies, RACI models, and standardized controls. Ensure consistent execution, compliance, and continuous improvement to the user experience and drive automation across all regions.

Global Operating Model & Standardization

• Define and implement a standardized global operating model for service requests, enabling consistency while supporting controlled regional variations. Ensure scalability and alignment with enterprise objectives.
• Drive adoption of standard request models, global workflows and automation-first principles, including leveraging AI capabilities through collaboration with Global IT. Deliver and maintain a unified Global IT Service Catalog.
• Ensure integration of Service Catalog and Service Request management with incident, problem, change, knowledge, asset, configuration management and other ITSM processes to improve service delivery and operational control

Service Catalog & Request Model Management

• Oversee improvement of the design and maintenance of a user-centric global Service Catalog with clear defined services, SLAs and workflows. Ensure high usability and support for self-service and automation.
• Govern the lifecycle of catalog items from intake to retirement, ensuring accuracy and relevance. Maintain standardized, reusable and audit-ready documentation for all service definitions.
• Define and maintain policies, standards, controls, roles and operating procedures for Service Request and Service Catalog management

Demand Management & Intake

• Oversee demand for new and enhanced service requests through a structured intake and evaluation process. Ensure alignment with global standards and strategic priorities.
• Collaborate with stakeholders, managed service providers (MSP) and platform team to prioritize and onboard services into catalog efficiently. Maintain governance and consistency throughout the intake process.

Performance Management & Continuous Improvement

• Define and measure global KPI and SLA frameworks to measure service performance on the process.
• Identify trends, risks, and improvement opportunities. Lead continuous service improvement initiatives on enhancing the user experience, simplifying processes and reducing manual efforts.
• Drive standardization and automation of workflows, leveraging AI to deliver faster, predictable, and scalable request fulfillment.

Managed Service Provider Oversight

• Oversee managed service provider (MSP) responsible for delivering the Service Request management and Service Catalog process and lifecycle. Ensuring adherence to SLAs, KPIs, and compliance standards. Drive accountability through clear performance expectations

Technical Competencies

• Demonstrates strong ownership of the end-to-end Service Request lifecycle, with the ability to design, govern, and evolve processes at enterprise scale.
• Effectively governs MSP-delivered services through clear process standards, SLAs, OLAs, KPIs, and performance reviews without direct operational control.
• Designs and maintains scalable global operating models that balance standardization with regional, regulatory, and cultural requirements.
• Apply ITIL-aligned practices to Service Request Management, Continual Improvement, and Service Level Management in a pragmatic, business-focused manner.
• Communicates clearly and confidently with IT leadership, business stakeholders, and MSP partners to drive alignment and informed decision-making.
• Ensures seamless integration and handoffs between Service Request, Incident, Change, Problem, Knowledge, and Access Management processes.
• Ensures Service Request processes support security, audit, and regulatory requirements, including access controls and approval traceability.
• Defines, monitors, and interprets service performance metrics to drive accountability, transparency, and continuous improvement.
• Partners effectively with platform teams optimize ITSM tooling (e.g., ServiceNow), ensuring process requirements are correctly implemented and adopted.
• Maintains a strong user-centric mindset, ensuring Service Request processes are intuitive, predictable, and aligned to business expectations globally.
• Leads structured improvement initiatives using data, root cause analysis, and user feedback to improve efficiency, quality, and user experience.
• Designs intuitive, standardized service catalog offerings and request models that reduce complexity, enable automation, and improve fulfillment outcomes.
• Identifies and drives opportunities for workflow automation, orchestration, and self-service to reduce manual effort and cycle times.
• Leads process and tooling changes with strong communication, training, and adoption strategies to ensure sustained global uptake.
• Balances long-term process strategy with practical execution, ensuring improvements are achievable within operational and contractual constraints.

Other Competencies (Behavioral, Leadership)

• Strategic mindset - Seeing ahead to future possibilities and translating them into breakthrough strategies.
• Cultivates innovation - Creating new and better ways for the organization to be successful.
• Drives results - Consistently achieving results, even under tough circumstances.
• Decision quality - Making good and timely decisions that keep the organization moving forward.
• Balances stakeholders - Anticipating and balancing the needs of multiple stakeholders.
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
• Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Situational adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations.
• Situational adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations.

MINIMUM QUALIFICATIONS

Education

• Bachelor's degree in computer science, Information Technology, or a related field
• (Equivalent experience may be considered in lieu of formal education.)

Professional Experience

• 5+ years of experience in IT Service Management, with a strong focus on Service Catalog and Service Request management.
• Demonstrated experience owning, designing or improving Service Catalog/ Service Request processes in a global environment.
• Experience working within ITIL-based operating models.
• Experience supporting large-scale, complex IT environments (infrastructure, applications, cloud, end-user services).
• Experience coordinating cross-functional teams and managing external service providers

Technical Skills

• Knowledge of ITIL practices, particularly service request management, incident, problem, change, asset and configuration management.
• Hands-on experience with ITSM tools (e.g., ServiceNow or equivalent) for tracking and reporting.
• Understanding of IT Infrastructure, IT Application, cloud service operations and dependencies.
• Demonstrate understanding of AI capabilities to enhance service catalog and service request management through trends, risks, and improvement opportunities.
• Ability to analyze service performance and produce actionable insights.

Certifications (Optional)

• ITIL 4 Foundation (required or strongly preferred)
• ITIL 4 Managing Professional – Create, Deliver & Support