Location: NC-Clayton, US Contract Type: Regular Full-Time Area: INFORMATION SYSTEMS
Would you like to join an international team working to improve the future of healthcare? Do you want to enhance the lives of millions of people? Grifols isa global healthcare company that since 1909 has been working to improve the health and well-being of people around the world. We are leaders in plasma-derived medicines and transfusion medicine and develop, produce and market innovative medicines, solutions and services in more than 110 countries and regions.
The Senior Manager of ITSM Process & Governance is responsible for architecting, operationalizing, and maturing Grifols' global Service Management governance capability from a foundational starting point. This role leads the creation and institutionalization of a fully functioning Process & Governance organization in an environment where ITSM maturity, standardization, and discipline are currently limited. The Senior Manager will establish governance structures, define enterprise ITSM frameworks, recruit and develop senior process leaders, implement performance measurement systems, and personally drive enforcement and adoption until sustainable maturity is achieved. This is both a strategic transformation role and an operational leadership role. Success in this position requires the ability to design scalable governance models while simultaneously embedding them into day-to-day operations across Service Desk, Deskside, Platform Engineering, IT Asset Management, Compliance, and external service providers.
Architect and implement the full ITSM Process & Governance operating model, including Service Operations & Restoration, Service Enablement & Control, Knowledge & Service Design, Configuration Governance, Continual Improvement, and Demand Governance
Define enterprise-wide ITSM process standards aligned to ITIL v4, regulatory requirements, and ServiceNow enablement
Establish governance forums (CAB, demand boards, CSI councils, configuration review boards) and ensure disciplined execution
Define maturity baselines, uplift targets, and phased improvement roadmaps
Develop measurable performance frameworks including SLAs, OLAs, XLAs, MTTR, change success rate, CMDB health, knowledge deflection, and demand throughput
Oversee the design and enforcement of structured demand intake and prioritization aligned to business value and capacity constraints
Ensure alignment between governance frameworks and ServiceNow workflows, automation, and reporting
Partner with Compliance and Quality to embed SOX, GxP, and validation controls into operational processes
Drive cross-functional adoption across IT and MSP partners, resolving resistance and eliminating informal practices
Provide executive-level reporting on service health, risk exposure, compliance posture, and maturity progression
Act as the senior authority for ITSM governance decisions during early maturity phases
Build, mentor, and performance-manage senior individual contributors responsible for operationalizing each discipline
Bachelor's degree in Information Technology, Business, or related discipline preferred
10+ years of progressive ITSM leadership experience
Proven experience building ITSM organizations from low maturity to structured enterprise capability
Deep expertise across ITIL v4 domains
Experience operating in regulated enterprise environments (SOX, GxP, GDPR)
Strong executive communication and stakeholder influence skills
Demonstrated ability to combine governance architecture with operational execution
Extensive ServiceNow ITSM experience preferred
Work is performed in an office environment with exposure to electrical office equipment. Frequently sits for 6-8 hours per day. Frequent hand movement of both hands with the ability to make fast, simple movements of the fingers, hands, and wrists. Occasionally walks. Occasionally bends and twists neck. Light to moderate lifting and carrying objects with a maximum lift of 25lbs. Frequently drives to site locations with occasional travel within the United States. Able to communicate complex information and ideas so others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentences. Works independently with little guidance or reliance on oral or written instructions and plans work schedules to meet goals. Frequently interacts with others, relates sensitive information to diverse groups. Must work with diverse groups to obtain consensus on issues. Ability to apply abstract principles to solve complex conceptual issues.
Agencies that present a candidate to Grifols must have an active, nonexpired, Grifols Agency Master Services Agreement with the Grifols Talent Acquisition Department. Additionally, agencies may only submit candidates to positions that they have been engaged to work on by a Grifols Recruiter. All resumes must be sent to a Grifols Recruiter under these terms or they will be considered a Grifols candidate.
Grifols provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability. We will consider for employment all qualified applicants in a manner consistent with the requirements of all applicable laws.
Are you passionate about making a difference in the world? At Grifols, we are pioneers in the development of therapies derived from blood and plasma. We contribute to building the future of healthcare to improve people's well-being. Since 1909, we have been defined by passion, innovation, teamwork and a sense of responsibility. Our people change lives while growing and developing into a forward-looking international company.
At Grifols, you will be part of a growing international team of more than 23,000 people in more than 30 countries and regions with a common goal: to improve people's lives. You will contribute to developing scientific advances and providing innovative solutions for healthcare professionals and essential medicines for patients. We want to count on determined professionals who, by cultivating their talent, contribute to creating a positive impact on society.