"This role provides independent governance, risk control, and process oversight. It does not execute change activities but ensures all changes follow global standards and risk is properly managed.
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"1. Global Governance and Standardization Leadership
- Act as a leader within the GOC Centr of Excellence, ensuring aligment across all regions (NA,EU, AP, CN, JP)
- Drive global ITSM standardization, preventing regional or functional deviations from defined processes and platform design
- Partner with SIAM, GOC and regional teams to ensure consistent execution and compliance with global standards
- Serve as the escalation point to cross-region conflicts, ensuring alignment and resolution with minimal business disruption."
" 2. Strategic Direction & Continuous improvement
- Continuous evaluation industry trends, emerging technologies an ITSM best practices (in collaboration with TCS andd external partners)
- Assess and recommend new capabilities (ex: AI, Automation, event management, integration) aligned with long term strategy.
- Drive continuous service improvement (CSI) initiatives across global operations through the SEO functions
- Ensure that all improvements are :
-Scalable Globally
-Aligned with governance and compliance
-Deliver measurable business value

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" 3. Decision Support & Executive Aligment
- Support executive-level decision making by providing:
- Structured issue analysis
- Data driven recommendations
- ROI and cost benefit evaluation
- Risk and impact assessments
- Translate complex operational or technical issues into clear executive level insights"
"4. SIAM Governance execution & oversight
- Overee end-to-end SIAM governance across ITSM processes, including:
- SLA performace monitoring and reporting
- Major incident governance and escalation
- Change risk and conflict management across regions
- Problem management effectivness and root causee elimination.
- Ensure vendors (TCS) operate within agreed SLAs, OLAs, and governance expectations
- Drive service performance transparency through dashboards, KPI and reporting
- Lead governance forums such as :
- Change Advisory Board
- Major incident review
- Service Performance review"
"5. Vendor & Partner Management (TCS /Ecosystem)
- Act as the primary governance interface with TCS and Denso
- Ensure TCS deliver against:
- contractual commitments
- Service quality expectations
- Continuous improvement targets
- Challenge and validate vendor proposal to ensure:
- Aligment with strategy
- No unnecessary customization or complexity
- Drive accoutability and performance improvement between TCS and Denso."
"6. People Development and Capability Building
- Serve as a Senior mentor, coaching team members
- Provide guidance on:
- Best Pratices
- Problem -solving approaches with root cause analysis
- Governance mindset and ownership
- Support knowledge sharing to reduce dependency on vendors and build internal expertise
- Promote culture of ownership, accountability and proactive behavier"
"7. Cross Regional coordination & Aligment
- Collaborate with regional leads to ensure smooth global rollout and adoption of service now and GOC service processes
- Align regional requirements with Global standards without over customization
- Facilitate communication acrss NA,EU, CN and JP team
- Ensure consistent user experience and service quality globally."

Masters