Sr ITSM Service Portfolio Specialist

What You’ll Do: The Sr. ITSM Service Integration Specialist plays a critical role in ensuring the integrity, reliability, and strategic value of CTC’s IT Service Management ecosystem. This role is accountable for leading the design, governance, accuracy, and continuous improvement of CTC’s enterprise Service Portfolio. Working within the ITSM Service Integration function, this role acts as a key bridge between application and service owners and operational teams managing and consuming services portfolio data and relationships.

This role is also accountable for enterprise governance of service portfolios, ensuring that configuration data, service relationships, and platform processes are aligned to organizational standards, audit requirements, and business outcomes. This role goes beyond operational support — it is responsible for driving data quality, enforcing governance, and enabling informed decision-making through a well-structured and trusted CMDB.

Service Portfolio Governance & Data Integrity Lead the design and implementation of Service Portfolios in compliance with Common Service Data Model (CSDM) v5 best practices Provide oversight and accountability for services data quality, ensuring accuracy, completeness, and compliance with enterprise standards Define, enforce, and continuously improve service management policies, procedures, and control frameworks Lead and contribute to data certification, audit readiness, and compliance activities related to services data and relationships Service Portfolio Lifecycle Management Lead CTC’s Service Design practice to manage services through inception, implementation, operations and retirement Design service portfolios to align with Common Service Data Model (CSDM) standard and enterprise service portfolio requirements Engage key stakeholders and process participants to inform evolution of services that support ITSM, Cyber Security, GRC and Tech Resiliency outcomes Support operational sustainment and oversight of service portfolio data quality and accuracy Ensure focus on continuous improvement of service portfolio lifecycle processes Support Enterprise Technology Lifecycle Management via Integration and automation Guide implementation of Enterprise Technology Lifecycle processes to support strategic application and technology roadmap planning Identify opportunities replace manual processes with integrations and automation Participate in design and oversight of processes and integrations to ensure accurate and trustworthy service configuration data Enable and guide technology lifecycle automations in ITSM processes (i.e.

change, request) and IT Asset management processes (HAM/SAM) Partner with internal teams and vendor partners to address data gaps, improve coverage, and enhance automation and AI Operational Oversight & Managed Services Governance Act as a governance and escalation point for service portfolio and CMDB activities delivered by managed service providers Ensure adherence to SLAs, data quality standards, and compliance expectations through regular reviews and performance tracking Provide oversight into platform activities (e.g., patching, cloning, updates) to ensure proper coordination, communication, and risk management Continuous Improvement & Strategic Contribution Identify data quality gaps and process improvement opportunities, driving initiatives to enhance service portfolio and CMDB maturity and value Contribute to the evolution of service portfolio and CMDB strategy, roadmap, and maturity model aligned to organizational priorities Support development of KPIs, dashboards and analytics that enable insights to drive business impact   Stakeholder Engagement & Communication Partner with service owners, application teams, architecture, and governance functions to ensure clear ownership and accountability of service and configuration data Facilitate regular reviews and governance forums to validate data accuracy and reinforce accountability Translat