Service Owner – Operational Excellence (GCC)

What You'll Do

• IT Service Management & ITIL Governance Lead and institutionalize ITIL-based service management practices (Incident, Problem, Change, Release, Service Request, etc.).
• Ensure process standardization, compliance, and continuous improvement across all GCC service streams.
• Define and monitor service KPIs, SLAs, OLAs , and operational metrics.
• Establish governance forums and drive service review cadence with stakeholders. 2.
• ServiceNow Platform Ownership Own and evolve the ServiceNow platform strategy, roadmap, and adoption .
• Ensure optimal utilization across ITSM, ITOM, CMDB, Asset Management, and workflow automation.
• Collaborate with global teams to implement enhancements, integrations, and automation initiatives.
• Drive data quality, platform governance, and user experience improvements. 3.
• Service Portfolio & Offering Definition Define and maintain the GCC service catalog and service offerings aligned to enterprise needs.
• Establish clear service scope, delivery models, pricing constructs (if applicable), and engagement frameworks.
• Create standardized service documentation, playbooks, and onboarding frameworks.
• Drive alignment with global IT and business stakeholders. 4.
• Project & Program Management Oversight Oversee project management discipline within GCC , including governance frameworks, PMO standards, and execution rigor.
• Ensure consistent delivery methodologies (Agile/Waterfall/Hybrid).
• Track project portfolio health, risks, dependencies, and value realization.
• Establish reporting and steering mechanisms for leadership visibility. 5.
• Asset & Configuration Management Drive end-to-end IT Asset Management (ITAM) strategy including lifecycle management, compliance, and optimization.
• Ensure robust CMDB governance and accuracy across IT landscape.
• Optimize asset utilization, cost control, and vendor alignment. 6.
• Resource Planning, Hiring & Capability Building Own workforce strategy and capacity planning aligned to GCC growth roadmap.
• Lead hiring strategy, talent acquisition, and onboarding for delivery teams.
• Establish competency frameworks, training programs, and career progression models.
• Build a high-performance culture focused on continuous improvement and innovation. 7.
• KPI, Reporting & Insights Define and own enterprise-level dashboards and reporting frameworks across all GCC towers.
• Provide actionable insights through data analytics, trends, and performance indicators.
• Drive transparency and executive reporting for leadership and global stakeholders.
• Enable data-driven decision-making and operational excellence. 8.
• Continuous Improvement & Transformation Champion Lean, Six Sigma, and automation-driven improvements .
• Identify opportunities for process optimization, cost efficiency, and service quality improvement.
• Drive digital transformation initiatives within service delivery.
• Key Skills & Competencies Strong expertise in ITIL framework and ITSM practices Deep experience with ServiceNow platform (ITSM, ITOM, CMDB, ITAM) Proven track record in GCC setup/scale and operational leadership Strong program/project management governance expertise Experience in defining service catalogs, SLAs, KPIs Excellent analytical, reporting, and dashboarding capabilities Strong people leadership, stakeholder management, and influencing skills Exposure to automation, AI/ML in IT operations (preferred) Lean / Six Sigma certification (preferred) More information about NXP in India... #LI-7013