Principal, ITSM Delivery Process Owner

Our site in Pune, India is seeking a Principal, ITSM Delivery Process Owner to join our team. You will provide strategic leadership and process ownership across Change Management, Request Management, User Experience (UX), and ITSM AI enablement, ensuring these areas are designed, governed, and executed consistently to deliver reliable outcomes and strong end-user experience.

This role serves as the execution-level decision authority within our India Tech Center (ITC) located in Pune India, enabling real-time decision-making, execution discipline, and delivery continuity during ITC business hours so work progresses predictably and remains aligned to ITSM leadership direction, priorities, and standards.

Operating in close partnership with the Principal Major Incident & Problem Manager and aligned to ITSM Senior Manager direction, this role translates defined strategy and intent into high-quality execution across the ITC organization.

What You’ll Do:

Change & Request Management – Principal Owner

Serve as the Principal Owner for Change and Request Management, accountable for process strategy, design, build, and execution.
Define and evolve standards, governance, workflows, and controls aligned to business risk tolerance and operational needs.
Lead continuous improvement across Change and Request practices, including CAB effectiveness, risk assessment, quality controls, and integration with CMDB and Incident Management.
Act as the senior authority for Change and Request interpretation, exception handling, and execution quality.
Identify systemic execution gaps and drive corrective actions to completion.

User Experience (UX)

Own process and execution leadership for ITSM user experience, including ServiceNow portal experience, forms, catalog, and usability standards.
Ensure UX design and execution improve adoption, ease of use, and consistency across ITSM services.
Partner with platform, service, and business stakeholders to continuously improve user experience outcomes.

ITSM AI Enablement

Own process and execution leadership for ITSM AI initiatives, ensuring AI capabilities are implemented in a controlled, value-driven manner.
Ensure AI use cases align with ITSM standards, readiness, and adoption expectations.
Partner with platform and ITSM leadership to mature AI capabilities as part of the ITSM operating model.

ITSM Delivery Governance (ITC Scope)

Provide delivery governance for ITSM work performed in ITC, ensuring execution is consistent, high quality, and aligned to defined standards, priorities, and ITSM leadership direction.
Ensure progress, quality, and follow-through across ITSM workstreams within ITC, including CMDB initiatives, post-incident deliverables, CSAT, UX, AI, and other ITSM initiatives.
Serve as the execution-level quality and delivery gate for ITSM work performed in ITC prior to escalation.
Identify stalled, fragmented, or at-risk work and drive corrective actions to ensure timely and complete delivery.

Standards, Metrics & Continuous Improvement

Monitor execution-level KPIs and delivery metrics to assess adherence to defined standards and expectations across owned domains.
Identify execution trends and delivery gaps within ITC and provide insights and recommendations to ITSM leadership.
Partner with ServiceNow and platform teams to operationalize defined requirements and validate execution effectiveness.

Escalation, Influence & Collaboration

Act as the first execution-level escalation point for ITSM delivery issues within ITC.
Resolve execution issues independently where appropriate; escalate with clear context, impact, and recommendations when leadership input is required.
Influence outcomes through authority over process standards, execution discipline, and delivery expectations, without direct people management responsibility.
Collaborate closely with ITSM leadership, Process Owners, and the Principal Major Incident & Problem Manager to ensure alignment and effective hand-offs.

Role Alignment

Owns process strategy and execution for Change, Request, UX, and ITSM AI enablement.
Ensures execution within ITC aligns to enterprise ITSM strategy, priorities, and direction set by ITSM leadership.
May fill other roles as needed to support global coverage

What We Seek:

8–10+ years of experience in IT Service Management with demonstrated leadership in process ownership and execution.
Proven experience designing, building, and operating ITSM processes in complex, global environments.
Strong working knowledge of ITIL practices and ITSM frameworks. ITIL Certifications preferred.
Experience with ServiceNow or other enterprise level comparable ITSM platforms.
Demonstrated ability to drive outcomes, enforce standards, and influence execution without direct authority.
Excellent written and verbal communication skills.
Minimum 5 years of experience as a process owner managing process success within ServiceNow.

What We Offer:

At Entegris, we invest in providing opportunity to our employees and promote from within. The new hire in this role will have the potential to grow and create relationships across the organization and be recognized for demonstrated success and adherence to company PACE values.

Our total rewards package goes above and beyond just a paycheck. Whether you’re looking to build your career, improve your health, or protect your wealth, we offer generous benefits to help you achieve your goals.

Excellent health, dental and vision insurance packages to fit your needs
Flexible work schedule
Paid time off (PTO) policy that empowers you to take the time you need to recharge
Education assistance to support your learning journey
Values-driven culture with colleagues that rally around People, Accountability, Creativity and Excellence.

At Entegris we are committed to providing equal opportunity to all employees and applicants. Our policy is to recruit, hire, train, and reward employees for their individual abilities, achievements and experience without regard to race, color, religion, sexual orientation, age, national origin, disability, marital or military status.

Entegris strongly encourages all of its employees to be vaccinated against COVID-19. At Entegris, COVID-19 vaccination is preferred but not required at this time.

GoAsia Talent is proud to partner with Entegris in building their growing team in Pune, India. We invite you to explore all the available opportunities at Entegris and take the next step in your career.