IT Governance Specialist (ITIL / ITSM)

🏛️ IT Governance & Process Quality Specialist (ITIL / CIB)

Permanent Contract (CDI) or B2B | Hybrid (2 days/week on-site) | Lisbon or Porto, Portugal

Our client is a premier European corporate and investment bank (CIB). We are seeking a highly analytical and diplomatic IT Governance & Process Quality Specialist to join their IT Quality & Governance team.

In this strategic role, you will define, drive, and continuously improve IT procedures across the CIB scope. Acting as a process guardian rather than an operational support analyst, you will ensure strict ITIL process adoption (Incident, Problem, Change Management), monitor process data quality, run post-incident reviews, and report directly to senior management.

🎯 Key Responsibilities:

• ITIL Process Governance: Define, document, and update core IT procedures and guidelines across Incident, Problem, and Change Management frameworks.
• Process Adoption & Stakeholder Management: Drive adherence to ITIL standards across international IT engineering and operational squads, acting as a key advisor when procedures are challenged.
• Data Quality & Compliance Auditing: Monitor process compliance, audit documentation quality, and produce executive dashboards for IT management.
• Incident & Change Analytics: Analyze incident trends, major outages, and change success rates to identify root causes and drive continuous process improvements.
• Training & Continuous Improvement: Conduct post-incident reviews, train IT teams on process standards, and optimize service management workflows using enterprise tools.

👤 Profile & Technical Requirements:

• Experience: 7+ years in IT Service Management (ITSM), IT Governance, IT Process Quality, or IT Auditing within a structured enterprise environment (Corporate & Investment Banking / Financial Services preferred).
• Process Mastery: Deep, practical command of ITIL processes (ITIL v3 / v4 Foundation or Managing Professional certification is a strong plus).
• Analytics & Tooling: Advanced proficiency in Excel and Power BI for process reporting and data analysis. Practical experience with ServiceNow is strongly preferred (Python for data scripting is a plus).
• Soft Skills: Outstanding diplomacy, excellent communication, strong judgment, and the ability to influence cross-functional IT stakeholders.
• Languages: Fluent English (mandatory). French language skills are a distinct advantage.
• Location & Work Authorization: Based in or willing to relocate to Lisbon or Porto, with the legal right to work in Portugal.

💶 Compensation: depending on profile