Role purpose Designs the ITSM process workflows that support delivery of stable EUX operations — Incident, Problem, Change and Release Management aligned to Customer's operational governance standards. Key responsibilities Author detailed process workflows for Incident, Problem, Change and Release across the in-scope EUX services. Document runbooks, escalation matrices, and operational handover artefacts. Partner with Customer ITSM owners to align workflows to existing tooling and governance. Validate workflows during pilot and refine based on operational telemetry. Required experience and qualifications 5+ years designing ITSM processes for enterprise organisations. ServiceNow process design experience preferred. Demonstrable delivery of process design on at least one regulated-industry transformation. Demonstrable delivery experience in a regulated industry — financial services, government, pharmaceuticals, energy or similar — including familiarity with change control, audit and comp...