Manager - Global Process

About the role

You will work closely with ITIL process owners, Digital Operations Center (DOC), product teams, and business stakeholders to ensure continuous alignment with organizational goals, CMMI maturity targets, and service excellence objectives. 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.

What you'll do

• Be responsible for driving a structured and data-driven improvement culture across IT Service Management practices
• Focus on identifying improvement opportunities, analysing service performance, and implementing targeted CSI initiatives to enhance service quality
• Work closely with ITIL process owners, Digital Operations Center (DOC), product teams
• Act as the Global Process Owner, Custodian, and Consultant for the Continual Service Improvement (CSI) practice, accountable for its strategy, governance
• Define, establish, and govern the enterprise-wide CSI framework, methodology, operating model, governance structure, and improvement lifecycle

What you need

• 13–15 yrs of experience
• Stakeholder management
• ITIL
• Process improvement
• Six Sigma
• Data analysis
• ServiceNow
• BBA

Good to have

• JIRA
• Root cause analysis