IT Service Management (ITIL) Practice Owner
Summary
Rate: Negotiable
Duration: 12 Months
About the Client
Our client is a global leader in aviation technology, delivering innovative IT and communications solutions that connect airlines, airports, aircraft and governments worldwide. Operating in over 200 countries and territories, they play a critical role in enabling the safe, secure and efficient movement of millions of passengers every day.
About the Role
We're looking for an experienced IT Service Management (ITIL) Practice Owner to establish, govern and continuously improve core ITIL practices across a complex general technology environment. Working within Customer Service & Operations, you'll own the governance framework for Change Enablement, Incident Management, Major Incident Management and Service Request Management, ensuring consistent standards, regulatory compliance and continual service improvement across multiple technology teams.
This is a strategic governance role focused on defining best practice, driving adoption, improving service maturity and enabling automation and AI—not day-to-day operational management.
You'll work closely with Engineering, Product Management, Project Delivery, Service Operations and ServiceNow teams to build scalable, measurable ITIL processes that support business objectives and customer commitments.
Key Responsibilities: ITIL Practice Ownership & Governance
Own and govern the ITIL practices for Change Enablement, Incident Management, Major Incident Management and Service Request Management.
Develop and maintain governance frameworks, process documentation, controls, standards and operating procedures.




Define end-to-end process models, RACI matrices, approval models, escalation paths and governance expectations.
Establish consistent standards for prioritisation, classification, risk assessment, customer impact, communications and post‑implementation reviews.
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📌 It Service Management (Itil) Practice Owner (Barcelona)
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