Global IT Service Catalogue Practice Senior Manager

Overview

As Global IT Service Catalogue Process Owner at Tech@BCG, you will own the design, governance, and continuous improvement of the IT Service Catalogue aligned with ITIL 4. You will standardize how services are described, priced, and requested, and ensure catalog accuracy across towers and regions. You will drive a self-service strategy, set KPIs/OKRs, and lead governance with senior stakeholders while coaching a network of product, platform, and process owners. This role combines strategic oversight with hands-on execution in a global, matrixed environment.

Responsibilities

• Architect and govern end-to-end IT Service Catalogue design and improvements
• Define and drive the Service Catalogue Management process and standards
• Own catalogue accuracy, consistency, and business relevance across Tech@BCG
• Collaborate with Service Owners, Service Design, and ITSM platform team to map services to requests, fulfillments, and SLAs
• Lead the self-service strategy, roadmap, and adoption through KPIs and OKRs
• Chair governance forums with senior stakeholders and sponsor changes
• Coach a distributed network of Product & Platform Owners and Process Practitioners on catalogue standards
• Operate with independence, resolve complex catalogue design issues, and contribute to ITSM governance (Incidents, Request Fulfillment, Change, CMDB/Service Mapping)

Key requirements

• ITIL 4 Foundation certification required
• ITIL 4 Specialist (Create, Deliver and Support) or ITIL 4 Managing Professional preferred
• 7+ years in IT Service Management
• 3+ years in Service Catalogue design, service portfolio management, or self-service/digital-experience delivery in a global, matrixed organization
• Hands-on experience with modern ITSM platform catalogs (e.g., ServiceNow Service Catalog, BMC Helix) including item design, automation, and CMDB/Service Mapping integration
• Track record of self-service adoption strategies and change campaigns
• Bachelor’s degree in Information Technology, Business, or related field; professional experience considered
• Experience in a professional services or consulting environment is a plus

• Framing complex problems and translating technical portfolios into simple, non-technical concepts
• Data-driven storytelling and influencing senior stakeholders to gain buy-in
• Confidently leading conversations, adapting communication style to audience
• ITIL 4 Foundation (required)
• ITIL 4 Specialist/Managing Professional (preferred)
• Service Catalogue design and service portfolio management

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