ITSM Governance & Process Owner

ITSM Governance & Process Owner

Memphis, TN (Hybrid/Remote)

Pay Rate: 

$101,100 – $134,800

Multiple factors, including Individual experience, skills and abilities will determine where an employee is placed in the pay range.

Category/Shift:

Salaried Full-Time

Location: 

Memphis (Hybrid) or Remote (For remote positions, Global Cellulose Fibers will consider residents of the following states: Alabama, Arizona, Georgia, Massachusetts, Mississippi, North Carolina, Ohio, Oklahoma, South Carolina, Tennessee, Texas, Vermont, Virginia and Washington.)

About The Role:

The ITSM Governance & Process Owner will define, maintain, and govern the IT Service Management (ITSM) framework across all ITIL-aligned processes, including standards for IT Operations Management (ITOM). This role ensures compliance, process maturity, and integration while driving continuous service improvement (CSI). The role will act as the primary liaison between ITSM practices and business objectives.

Key Responsibilities:

• Establish and maintain ITSM framework, policies, and standards.
• Own process design and governance for Incident, Problem, Change, CMDB, ITAM, Service Desk, and ITOM.
• Define SLAs, OLAs, KPIs, and ensure reporting accuracy.
• Drive process integration (e.g., CMDB ↔ Change/Incident workflows).
• Set governance for ITOM practices (event correlation, alerting thresholds, integration with Incident workflows).
• Collaborate with IT Operations Lead to implement automation and AIOps strategies.
• Conduct audits and compliance checks with Managed Service Providers (MSPs).
• Lead Continuous Service Improvement initiatives and maintain CSI backlog.
• Support risk management and ensure ITSM practices meet regulatory requirements.

About You: Knowledge, Skills, and Abilities

• 8+ years of experience in IT Service Management with strong knowledge of ITIL v4 practices and frameworks.
• 5+ years of hands-on experience with ITSM platforms (e.g., ServiceNow, BMC Remedy, TOPDesk).
• 5+ years of experience in CMDB design, data modeling, and relationship management.
• 3+ years of experience with ITOM concepts (event correlation, monitoring standards, AIOps integration).
• Proven track record in defining SLAs, OLAs, and KPI reporting for ITSM processes.
• Experience conducting compliance audits and process maturity assessments.
• Bachelor’s degree in Computer Science, Information Systems, or related field required; Master’s degree or certifications (e.g., IT Service Management, ITIL v4, ISO/IEC 20000, COBIT) strongly preferred.
• Strong communication, leadership, and stakeholder engagement abilities.
• Critical Competencies:
  • Strategic Agility
  • Functional/ Technical Skills
  • Troubleshooting/Problem Solving
  • Creativity/Innovative Thinker
  • Dealing with Ambiguity
  • Customer Focus
  • Process Management
  • Organization and Planning
  • Communication Skills (oral and written)
  • Action-Oriented/Self-Motivated
  • Team Player

About Global Cellulose Fibers (GCF):

Our GCF business helps customers transform renewable cellulose fibers into essential everyday products. Our safe, high-quality pulp forms the basis for a wide range of applications like towel and tissue products, diapers, feminine care, incontinence and other personal care products that promote health and wellness. In addition, our specialty pulp serves as a sustainable raw material used in construction materials, paints, coatings and more. GCF generated $2.8B in revenue in 2024 and has 3,300 employees globally, with nine manufacturing facilities and eight regional offices. Additional information can be found by visiting globalcellulosefibers.com.

Why GCF:

Global Cellulose Fibers promotes employee well-being by providing safe, caring and inclusive workplaces. We have team members all around the world with diverse backgrounds, experiences, and perspectives. These are our strengths. We are committed to creating a culture where all individuals are respected, valued, engaged and have an opportunity to do their best work every day. We invite you to bring your uniqueness, creativity, talents, experiences, and safety mindset to be a part of our increasingly inclusive and diverse culture.

We’ve Got You Covered:

At Global Cellulose Fibers, our employees are our most important asset and that’s reflected in our benefits package that includes health, welfare and retirement plans. We are proud to offer a variety of benefits to support our employees and their families, including:

• Medical, Dental, Life insurance
• Flexible Spending Accounts
• Short-term and Long-term Disability
• 401(k) and Company-funded retirement contributions
• Paid Time Off

Address:

Memphis Corporate Office

6400 Poplar Ave.

Memphis, TN 38197

Global Cellulose Fibers is an Equal Opportunity/Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.  Global Cellulose Fibers complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [email protected] or (833) 753-3242.