Manager - Global Process

Responsibilities

• Act as the Global Process Owner, Custodian, and Consultant for the Continual Service Improvement (CSI) practice, accountable for its strategy, governance, implementation, adoption, and value realization.
• Define, establish, and govern the enterprise-wide CSI framework, methodology, operating model, governance structure, and improvement lifecycle.
• Serve as the strategic advisor and process consultant to business leaders, process owners, and operational teams, driving a culture of continual improvement and operational excellence.
• Lead enterprise-wide improvement consulting engagements, process assessments, maturity evaluations, and transformation initiatives across ITSM and Digital Operations functions.
• Establish and manage the CSI portfolio, including opportunity identification, prioritization, business case development, implementation tracking, benefits realization, and closure.
• Partner with Global Process Leads, Service Owners, Digital Operations teams, and business stakeholders to identify and implement high-value improvement opportunities.
• Define and govern KPI frameworks, performance dashboards, measurement models, and reporting mechanisms to demonstrate improvement outcomes and business value.
• Drive process maturity advancement through structured assessments, gap analyses, benchmarking activities, and improvement roadmaps aligned to the ITIL Maturity Model.
• Facilitate governance forums and leadership reviews to monitor improvement initiatives, risks, dependencies, and realized benefits.
• Champion data-driven decision-making, automation, analytics, AI/AIOps, and digital transformation initiatives that improve service quality, efficiency, reliability, and customer experience.
• Develop and maintain CSI standards, templates, methodologies, and best practices to ensure consistency and scalability across the organization.
• Provide executive-level insights and recommendations on service performance trends, improvement priorities, and strategic transformation opportunities.
• Required Experience
• CSI consulting, transformation, and governance experience.
• Global process ownership and enterprise-wide improvement program leadership.