Wolters Kluwer is seeking a motivated and talented Senior ITSM Engineer – Operations & Governance to join our dynamic IT Service Management Office (ITSMO). This is an exciting opportunity for an individual with hands-on experience in mature IT operations and service management to further develop their skills and make a meaningful impact within a forward-thinking organization. As a Senior ITSM Engineer, you will play a crucial role in providing expert operational oversight across our ITSM practices — Change Enablement, Incident Management, Service Request Management, Problem Management, Service Level Management and Availability Management — ensuring that the processes and controls established by our Outcome Owners are consistently applied and are delivering their intended outcomes. In this role, you will be responsible for working closely with various stakeholders, including our experienced operations and engineering teams, DevSecOps, Cloud Operations, Security, Compliance and other key partners. Your primary focus will be on operational assurance and performance management,monitoring how each practice is actually performing, reviewing change records and request fulfilment for quality and compliance, investigating recurring execution issues, facilitating performance reviews and coordinating practical improvements to the way ITSM is operated day to day. You will be involved in a wide range of tasks, including assuring change quality and approval compliance, monitoring request and incident performance against target, supporting problem management and post-incident review, conducting control and compliance reviews, and building the dashboards and analysis that make service performance visible. You will gain hands-on experience with a variety of service management and automation technologies, including ServiceNow, Power BI, xMatters and AI-enabled workflow tooling, and your foundational understanding of ITIL and IT4IT concepts will be critical as you contribute to the implementation of best practices. As a Senior ITSM Engineer, you will act as a senior operational advisor to technology teams, providing guidance on process adoption and validating that practices are being followed in reality rather than on paper. Where a process, control or capability design appears to be the underlying problem, you will provide structured, evidence-based feedback to the relevant Outcome Owner rather than working around it. Your attention to detail, analytical rigor and ability to communicate clearly will be essential to the successful delivery of reliable services. This position offers a fantastic opportunity for growth and career development within a supportive and innovative environment. You will have the chance to work with state-of-the-art technologies, be part of a collaborative and high-performing team, and make a significant impact on our organization's success. If you are passionate about service reliability and eager to take your career to the next level, we encourage you to apply and join our team at Wolters Kluwer. ESSENTIAL DUTIES AND RESPONSIBILITIES ITSM Practice Assurance and Performance Monitor process performance across all ITSM practices — Change Enablement, Incident Management, Service Request Management, Problem Management, Service Level Management and Availability Management — and report on execution quality against defined standards. Assure Change Enablement execution: review change records for risk assessment quality, approval compliance, testing and back-out evidence, and analyse emergency, unauthorised and failed changes. Assure Service Request Management execution: monitor fulfilment performance against target, catalogue accuracy, approval routing and automation coverage, and identify requests being raised as incidents. Assure Incident Management execution: review categorisation and priority accuracy, assignment and routing quality, record completeness, reopen rates and resolution performance. Support Problem Management through post-incident reviews, root-cause analysis and tracking of corrective actions to evidenced closure. Monitor SLA, SLO and KPI performance across practices and escalate deviations with supporting analysis. Facilitate process and service performance reviews with technology teams and operational stakeholders. Compliance, Control and Improvement Conduct operational assurance and compliance reviews, assessing process adoption and control effectiveness across technology and DevSecOps teams. Analyze trends, exceptions and recurring issues across change, incident, request, problem and availability data to identify risk patterns. Coordinate remediation actions arising from assurance findings, audits and performance reviews. Identify operational improvement opportunities and lead their implementation within agreed scope. Escalate process design and capability deficiencies to Outcome Owners with structured supporting evidence. Support audits and operational control reviews and maintain governance documentation. Reporting and Automation Build and maintain trusted ITSM reporting and dashboards that connect operational data across practices to business impact. Develop scripts, automations and AI-enabled workflows across ServiceNow, Microsoft Teams, xMatters, Power BI and observability platforms to reduce manual effort, with appropriate validation and guardrails. Improve the quality and consistency of ITSM data used for governance and reporting. Governance Support and Operations Support ITSM governance forums, including CAB and ECAB, with preparation, analysis, actions and follow-up. Provide practical guidance to operational teams on process adoption, policy and controls. Support major incident response, including resolver-team engagement, stakeholder updates and post-incident data capture. Document processes, procedures and operational runbooks. Communicate technical concepts, process performance and service risk clearly to non-technical stakeholders. Stay up to date with emerging technologies and industry trends and continuously improve systems, processes and methodologies. OTHER DUTIES Performs other duties as assigned by management. Participates in a 24x7x365 on-call rotation with the Service Delivery and Operations team. JOB QUALIFICATIONS & EXPERIENCE Requirements: Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent relevant experience. Minimum of 5 years supporting IT operations or IT Service Management in a large, complex enterprise, including 3+ years across cloud, infrastructure, network, application or platform operations. Demonstrated experience assuring or operating multiple ITSM practices, including Change Enablement, Incident Management, Service Request Management and Problem Management. Practical understanding of change risk assessment, approval models and change governance in a regulated or audited environment. Solid working knowledge of ITIL and ITSM practices, with familiarity with the IT4IT reference architecture, ITIL Foundation certification is must. Hands-on experience with ServiceNow, including reporting, workflow configuration and operational data quality. Proficiency with Power BI or comparable analytics tooling for building operational dashboards and performance reporting. Proficiency in scripting languages such as Python, PowerShell or Bash for automation tasks, and experience working with APIs or low-code tools. Exposure to AI or generative AI technologies applied to operational workflows, or a demonstrated willingness to develop this capability. Strong analytical capability in KPI design, trend analysis and data storytelling. Familiarity with DevOps or DevSecOps practices and with Azure and AWS operational environments. Exposure to incident alerting platforms such as xMatters or PagerDuty is helpful. Strong analytical and problem-solving skills, with the ability to work effectively in a fast-paced, evolving environment. Thought Leadership and Soft Skills: Ability to communicate process performance, compliance findings and service risk in clear business terms to a range of stakeholders. Ability to challenge constructively when standards are not being met, and to work calmly under pressure during high-severity events. Excellent communication and collaboration skills, with a willingness to learn and contribute to team success. MEASURES OF SUCCESS Improved change quality, approval compliance and reduction in failed, emergency and unauthorised changes. Improved request fulfilment performance, catalogue accuracy and automation coverage. Improved incident record quality, routing accuracy and resolution performance. Fewer recurring incidents and timely completion of corrective and remediation actions. Increased automation adoption, with measurable reductions in manual effort and process variation. Improved accuracy, adoption and business relevance of operational reporting and analytics. Stronger process adoption, control effectiveness and resolution of assurance findings. Documented improvements in service reliability and operational maturity. Our Interview Practices To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process. Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process. If making a difference matters to you, then you matter to us. Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong. Wolters Kluwer reported 2025 annual revenues of €6.1 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs more than 21,000 people worldwide. Our customers work in industries that impact the lives of millions of people every single day. Our mission is to empower our professional customers with the AI-powered solutions they need to make critical decisions, achieve successful outcomes, and increase productivity. We deliver trusted, AI-powered expert solutions that combine deep domain knowledge, proprietary content, and advanced technology to provide expert-validated insights, automate workflows, and drive better outcomes. Today, nearly 70% of our digital revenues come from AI-powered solutions, reflecting our strategic focus on embedding AI into professional workflows and delivering measurable productivity gains. We are committed to helping professionals navigate complexity, improve the way they work, and solve critical challenges through cloud-based, AI-powered platforms that integrate seamlessly into their workflows and ecosystems. Our solutions are designed to deliver impact when it matters most, especially in high-stakes environments where accuracy and trust are essential. With a nearly 190-year legacy, Wolters Kluwer continues to evolve its portfolio of digital solutions and services to meet the changing needs of professionals worldwide, enabling them to work faster, make smarter decisions, and deliver better outcomes. For more information about our solutions and organization, visit www.wolterskluwer.com, or follow us on LinkedIn, Instagram and Facebook. Wolters Kluwer has a dedicated team of experienced talent acquisition professionals who are ready to hear what makes you tick and share how Wolters Kluwer can help you achieve your goals and ambitions. Here Rasi Fawaz shares some tips on what recruiters are looking for on a resume. As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work. We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion. This principle is ingrained in our company values and articulated in our Code of Business Ethics. At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous. Our global Together we thrive well-being program reflects our commitment to supporting colleagues across physical, mental, social, and financial well-being. That commitment has been recognized externally through Ragan’s Top Places to Work for Employee Wellbeing: Large Organization in 2024. More recently, Wolters Kluwer was recognized by Forbes as one of America’s Best Large Employers 2026 and America’s Best Employers for Engineers 2026. In 2025, Wolters Kluwer was also recognized by Forbes as one of America’s Best Employers for Women. To ensure we continue to drive innovation that enables us to develop products and services to best serve our customers, we cultivate a workplace culture rooted in mutual respect, bringing forward insights from a wide range of backgrounds, perspectives, and experiences. We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases. GDPR Wolters Kluwer (“we” or “us”) wants to inform you about the ways we process your personal information. In this Privacy & Cookie Notice we explain what personal information we collect, use and disclose. You'll find details related to GDPR and other data privacy policies on our Careers Privacy and Cookies page.

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