Primary Purpose of the Job:

Establish, implement, and maintain IT Service Management (ITSM) frameworks and processes using ServiceNow platform, working closely with various stakeholders in ICT department. Develop, implement, and maintain ICT Governance and Performance Management Frameworks, Metrics, and Tools to continuously improve ICT department performance and deliver value to the business.

Required Experience and Skills:

• Minimum of 12 years of progressive experience in an enterprise IT environment, preferably in the Oil & Gas industry, with at least 8 years of demonstrated expertise in IT Governance and ITSM, particularly within ServiceNow implementations.
• Strong hands-on experience in implementing ServiceNow solutions (e.g., ITSM, SPM, CMDB), including configuration, customization, and process optimization across multiple modules.
• Extensive experience in designing, developing, executing, and improving ITSM, IT Governance, and PPM policies, processes, practices, and supporting documentation in alignment with best practices and frameworks such as ITIL, COBIT, and CMMI.
• Demonstrated experience in conducting business analysis and translating business requirements such as features prioritization, enhancements, and system integrations into functional and technical specifications for effective ServiceNow implementation.
• Ability to define, implement, and track ICT key performance indicators (KPIs) to measure IT service effectiveness, identify deviations, and drive data-driven improvements.
• Experience in establishing and maintaining structured processes for tracking project costs, schedules, quality, risks, and progress to ensure successful IT initiatives.
• Strong stakeholder engagement skills with the ability to assess business and technical requirements, analyze risks, evaluate business cases, and recommend solutions aligned with organizational goals.
• Proficient in developing and maintaining governance documentation, lessons learned, and ITSM best practices to ensure knowledge continuity and process standardization.
• Keeps up to date with emerging trends in IT governance, ITSM, and project portfolio management, proactively recommending and implementing innovative solutions that add value to the organization.
• Broad knowledge of current and emerging IT industry trends and directions, particularly within the Oil & Gas sector.
• Operates with mature judgment, demonstrating independence in planning and executing assignments while achieving defined objectives.
• Strong commitment to quality and continuous improvement, driving efficiencies in IT operations and service delivery.
• Ability to collaborate effectively in a multi-cultural and multi-national workforce.
• Excellent written and verbal communication skills, refined presentation abilities, and capability to interact with contractors and various levels of management.
• Demonstrated analytical, problem-solving, and critical thinking skills, with the ability to assess complex IT challenges and develop effective solutions.
• Self-motivated and able to work with minimal supervision, consistently delivering results in a fast-paced environment.

Educational Qualifications:

Bachelor’s degree in computer science, Information Technology, Information Systems, or bachelor’s degree any Business discipline.

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