It Governance
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IT Governance & Process Quality Specialist (ITIL / CIB) Permanent Contract (CDI) or B2B | Hybrid (2 days/week on-site) | Lisbon or Porto, Portugal
Our client is a premier European corporate and investment bank (CIB).
We are seeking a highly analytical and diplomatic IT Governance & Process Quality Specialist to join their IT Quality & Governance team.
In this strategic role, you will define, drive, and continuously improve IT procedures across the CIB scope.
Acting as a process guardian rather than an operational support analyst, you will ensure strict ITIL process adoption (Incident, Problem, Change Management), monitor process data quality, run post-incident reviews, and report directly to senior management.
ITIL Process Governance:
Define, document, and update core IT procedures and guidelines across Incident, Problem, and Change Management frameworks.
Process Adoption & Stakeholder Management:
Drive adherence to ITIL standards across international IT engineering and operational squads, acting as a key advisor when procedures are challenged.
Data Quality & Compliance Auditing:
Monitor process compliance, audit documentation quality, and produce executive dashboards for IT management.
Incident & Change Analytics:
Analyze incident trends, major outages, and change success rates to identify root causes and drive continuous process improvements.
Training & Continuous Improvement:
Conduct post-incident reviews, train IT teams on process standards, and optimize service management workflows using enterprise tools.
Experience:
7+ years in IT Service Management (ITSM), IT Governance, IT Process Quality, or IT Auditing within a structured enterprise environment (Corporate & Investment Banking / Financial Services preferred).
Process Mastery:
Deep, practical command of ITIL processes (ITIL v3 / v4 Foundation or Managing Professional certification is a strong plus).
Analytics & Tooling:
Advanced proficiency in Excel and Power BI for process reporting and data analysis.
Practical experience with ServiceNow is strongly preferred (Python for data scripting is a plus).
Soft Skills:
Outstanding diplomacy, excellent communication, strong judgment, and the ability to influence cross-functional IT stakeholders.
Languages:
Fluent English (mandatory).
French language skills are a distinct advantage.
Location & Work Authorization:
Based in or willing to relocate to Lisbon or Porto, with the legal right to work in Portugal.
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