IT Governance Lead

• Part of a dynamic team establishing and operating an Enterprise Demand Management governance model, ensuring consistent intake, decisioning, and transparency across assigned portfolios
• Execute day-to-day governance for an assigned portfolio by running tollgates, enforcing demand entry criteria and quality standards, managing exceptions/escalations, and publishing KPI insights to stakeholders and leadership
• Own the operational governance rhythm (weekly/bi-weekly/monthly as defined): prepare agendas, curate demand queues, drive decisions, document outcomes, and ensure follow-through to closure
• Enforce demand quality controls at each stage-gate: validate completeness, taxonomy alignment, prioritization inputs, dependencies, and required approvals; drive remediation for non-compliant submissions
• Manage and resolve exceptions (red/blocked demand, incomplete submissions, policy deviations) through defined escalation paths; ensure consistent application of governance rules and documented rationale
• Maintain portfolio demand health and flow: monitor aging, cycle time, throughput, and bottlenecks; proactively engage stakeholders to prevent stalls and reduce rework
• Produce and publish operational KPI reporting and insights (volume, cycle time, aging, stage conversion, defect/rework rate, exception trends) and translate trends into actionable recommendations
• Partner with cross-functional stakeholders (LOB partners, platform teams, finance/planning, operations) to align demand submissions with capacity, funding, and delivery constraints
• Serve as the accountable governance point-of-contact for the portfolio: provide clear status, communicate decisions, and ensure stakeholders understand expectations, standards, and next steps
• Maintain governance artifacts and evidence: entry criteria, RACI/decision rights, meeting notes, approval records, exception logs, and audit-ready traceability for demand decisions
• Support change management and adoption: coach submitters on standards, drive consistent usage patterns, and reduce reliance on offline/manual intake methods that weaken data quality
• Identify continuous improvement opportunities based on KPI trends and stakeholder feedback; implement process enhancements that improve quality, predictability, and stakeholder satisfaction
• Will not have direct reports but will influence and/or direct activities across matrixed teams to drive governance outcomes, adherence to standards, and timely decision-making
• Incorporates multiple AI channels into standard practice to improve efficiency and consistency in agenda preparation, communication drafts, KPI narratives, and knowledge documentation

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7+ years of experience in technology demand management, portfolio governance, or enterprise intake process design (PPM/ITIL-aligned)

Experience with infrastructure demand management

Demonstrated experience establishing and operating tollgate governance models (intake, triage, approval, execution) with clear decision rights and RACI

Proven ability to drive cross-functional alignment across Business, Finance/FinOps, Architecture, Engineering, and Ops; skilled in executive-level communication

Strong working knowledge of KPI-driven process management (cycle time, throughput, aging, exception rate, SLA adherence) and continuous improvement (Lean/Six Sigma preferred)

Experience managing process controls: policy, standards, documentation, audit evidence, escalation paths, and exception handling Experience implementing or governing demand intake in platforms such as Apptio, ServiceNow, Remedy, Clarity, Jira Align, or comparable workflow tools

Familiarity with TBM/FinOps concepts, unit forecasting (P×Q), cost transparency, and planning/reporting cadences

Experience building governance operating rhythms (monthly/quarterly forums), executive readouts, and metrics dashboards

Background in change management and adoption strategies across large, matrixed organizations

Experience running enterprise governance forums/tollgates and driving documented decisions to closure

Proven ability to enforce demand quality standards (entry criteria, completeness, taxonomy, approvals) and manage exceptions/escalations

Strong KPI discipline: define/standardize metrics and publish executive-ready insights (volume, cycle time, aging, stage conversion)

Familiarity with Demand Mgmt / PPM / ITIL intake and stage-gate governance models in a matrixed enterprise environment

Proficiency with workflow and reporting tools (e.g., Apptio, ServiceNow/Remedy, Jira/Confluence, Power BI, Excel/SharePoint)

Continuous improvement mindset (process controls, audit-ready evidence, and measurable performance improvements)

Able to see bigger picture and communicate clearly with leadership