Global IT Support Governance Lead

Global IT Support Governance Lead

Who We Are

Applied Materials is a global leader in materials engineering solutions used to produce virtually every new chip and advanced display in the world. We design, build and service cutting-edge equipment that helps our customers manufacture display and semiconductor chips – the brains of devices we use every day. As the foundation of the global electronics industry, Applied enables the exciting technologies that literally connect our world – like AI and IoT. If you want to push the boundaries of materials science and engineering to create next generation technology, join us to deliver material innovation that changes the world. 

What We Offer

Location:

Bangalore,IND

You’ll benefit from a supportive work culture that encourages you to learn, develop, and grow your career as you take on challenges and drive innovative solutions for our customers. We empower our team to push the boundaries of what is possible—while learning every day in a supportive leading global company. Visit our Careers website to learn more. 

At Applied Materials, we care about the health and wellbeing of our employees. We’re committed to providing programs and support that encourage personal and professional growth and care for you at work, at home, or wherever you may go. Learn more about our benefits. 

About the Role 

We are seeking a Global IT Support Governance Lead to own and drive enterprise-wide governance, performance rigor, and continuous improvement of IT support services across a large, global organization. 

 

This role serves as a central authority for IT support governance, ensuring consistency, accountability, and measurable outcomes across regions, delivery teams, and strategic service partners. The successful candidate will bring deep, end-to-end IT Service Management (ITSM) expertise, strong hands-on command of ServiceNow-driven governance, and the ability to influence outcomes at senior leadership levels without direct authority. 

 

This is a senior individual contributor leadership role with high visibility, broad enterprise impact, and a clear long-term growth path aligned to increased scope and strategic ownership. 

Global IT Support Governance 

• Own, design, and continuously evolve a global IT support governance framework aligned with ITIL and enterprise standards. 

• Establish and run governance cadences that drive decisions, accountability, and execution. 

• Ensure governance consistency across regions, support towers, and delivery models. 

• Act as a point of alignment across global stakeholders to unify governance practices. 

End-to-End ITSM Leadership (Mandatory) 

• Act as a subject-matter expert across Incident, Request, Problem, and Knowledge Management. 

• Ensure strong integration across ITSM processes and prevent siloed execution. 

• Identify systemic issues spanning multiple ITSM processes and drive enterprise-level corrective actions. 

ITSM Metrics & KPI Ownership 

• Define, govern, and interpret IT support KPIs including SLA/OLA, backlog, aging, MTTR/TTNR, and knowledge effectiveness. 

• Translate metrics into insight-driven narratives for leadership. 

• Ensure KPIs drive improvement and accountability. 

ServiceNow Expertise (Mandatory) 

• Hands-on expertise with ServiceNow in IT support governance and execution. 

• Strong working knowledge of Incident, Request, Problem, and Knowledge modules. 

• Ability to leverage ServiceNow data to identify trends and enable executive governance discussions. 

Operational Performance & Control 

• Establish strong operational discipline across global IT support services. 

• Proactively identify performance risks and execution gaps. 

• Drive corrective and preventive actions through governance follow-ups. 

Enterprise Execution & Transformation 

• Provide governance oversight for enterprise IT support initiatives. 

• Translate strategy into execution models and measurable outcomes. 

• Maintain leadership visibility into progress and risks. 

Supplier Governance & Accountability 

• Own supplier governance cadences. 

• Track supplier performance and escalations end-to-end. 

• Drive improvements in support quality and accountability. 

Operating Models & Standardisation 

• Contribute to IT support operating models. 

• Ensure clear roles, processes, and performance measures. 

• Drive standardisation across regions and partners. 

Leadership Expectations 

• High ownership with minimal supervision. 

• Influence without formal authority. 

• Executive-level communication focused on insight and impact. 

• Drive strategic optimisation beyond tactical execution. 

Qualifications & Experience 

Required: 

• 10+ years in IT Support Governance / ITSM in global organisations. 

• Expert-level knowledge across all ITSM processes. 

• Strong ITSM KPI and metrics expertise. 

• Hands-on ServiceNow experience. 

• Strong stakeholder and executive communication skills. 

 

Preferred: 

• ITIL v4 certification. 

• Agile / Scrum experience. 

• Multi-vendor or outsourced support exposure. 

Additional Information

Time Type:

Full time

Employee Type:

Assignee / Regular

Travel:

Yes, 10% of the Time

Relocation Eligible:

Yes

Applied Materials is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship, ancestry, religion, creed, sex, sexual orientation, gender identity, age, disability, veteran or military status, or any other basis prohibited by law.

Experience Level

Senior Level