Service Portfolio & Catalog Governance Manager

Tasks

• Service portfolio and catalog governance - definitions, ownership, dependencies, lifecycle status & approval controls
• SLA/KPI framework design, service performance dashboards & monthly business reviews
• Service onboarding, transition readiness, change coordination & retirement governance
• Knowledge management lifecycle - creation, quality, publication, maintenance & archival standards
• Continual Service Improvement (CSI) initiatives - backlog prioritization, tracking & outcomes
• Executive portfolio reporting covering performance, risk, financials, vendor outcomes & decisions

Requirements

• 10 to 12 Years
• Demonstrated experience in IT Service Management, Service Portfolio Management, or Service Catalog Governance
• Working knowledge of ITIL practices and service lifecycle governance
• Hands-on experience with ServiceNow Service Catalog or comparable enterprise ITSM platform
• Experience defining and managing SLAs, KPIs, service reviews & continual improvement plans
• Knowledge management governance, support readiness & service onboarding experience
• Strong executive reporting, facilitation & cross-functional stakeholder management skills
• Preferred: ITIL certification
• Preferred: PMO or Business Operations background
• Preferred: Vendor management and operational governance experience
• Preferred: Financial management - cost transparency, chargeback/showback models
• Preferred: Operational Excellence or CSI pr

Schedule

• Contract (1 Year)

Location

• Chicago, IL (Onsite)