IT Process Excellence Specialist
Core
Lead governance, optimization, and performance management of IT Service Management (ITSM) processes to ensure consistent, efficient, and measurable IT service delivery aligned with business needs.
Role type
IT Process Excellence Manager (ITSM)
Builds
Standardized ITSM processes and performance reporting frameworks
Domain
IT Service Management / Process Excellence
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
ITSM process governance, ITIL framework expertise, KPI/SLA definition, performance analytics, stakeholder engagement, cross-functional collaboration, continuous improvement, automation strategy
Preferred skills
ITIL Intermediate/Expert/Managing Professional certification, experience in global environments, data-driven decision making
Technologies
ITIL, SIAM, AI/automation tools
Responsibilities
Oversee end-to-end management of ITSM processes (Incident, Problem, Change, Request); Define and manage KPIs, SLAs, and operational metrics; Lead governance forums (Service Reviews, CAB, PRB); Drive continuous improvement and automation initiatives; Provide executive-level insights for decision-making
Seniority
Mid-Senior, hands-on IC with strategic influence
