Process Change Manager

• Lead the planning, implementation, and continual improvement of ITIL processes and practices across the project.
• Lead the change management process for changes and improvements.
• Assess the impact of proposed changes on services, and stakeholders.
• Coordinate change activities, communications, and approvals to minimize disruption and ensure successful implementation.
• Understand the end-to-end process flow and ensure alignment with ITIL best practices or other relevant frameworks.
• Continuously review and refine the process to optimize efficiency and effectiveness.
• Design, develop, and implement ITSM processes in collaboration with relevant stakeholders.
• Identify areas for process improvement based on industry best practices, feedback, and metrics analysis.
• Lead process improvement initiatives to enhance service delivery, streamline workflows, reduce operational costs, identify opportunities for service improvement across ITSM processes.
• Ensure that ITSM processes comply with relevant regulatory requirements, industry standards, and organizational policies.
• Establish governance mechanisms to monitor adherence to process guidelines and standards.
• Conduct regular audits and assessments to validate compliance and identify areas for improvement.
• Define key performance indicators (KPIs) and metrics to measure the effectiveness and efficiency of ITSM processes. Job Description
• Monitor process performance against established KPIs and metrics.
• Generate reports and dashboards to communicate process performance to stakeholders and leadership.
• Collaborate with various stakeholders across IT and the business to understand their requirements and priorities.
• Act as a point of contact for process-related inquiries, escalations, and feedback.
• Facilitate communication and collaboration among different teams involved in the ITSM processes.
• Develop training materials and conduct training sessions to educate stakeholders on ITSM processes, procedures, and best practices.
• Promote awareness of ITSM processes and their importance in achieving business objectives.
• Provide guidance and support to users and process participants to ensure understanding and adherence to process guidelines.
• Continuously review and update risk management strategies to address emerging threats and vulnerabilities. Skills and Experience
• Experience leading change management initiatives for ITSM process changes and improvements, including assessing impact, coordinating activities, and facilitating communication.
• Proven ability to lead cross-functional teams and drive change in a fast-paced, dynamic environment, with the ability to manage multiple priorities and deliver results.
• In-depth understanding of ITSM frameworks such as ITIL, including knowledge of processes like Incident Management, Change Management, Problem Management, and Service Level Management.
• Ability to design, develop, Implement, and optimize ITSM processes to improve efficiency, effectiveness, and customer satisfaction.
• Proficiency in defining KPIs and metrics to measure process performance and experience in generating reports and dashboards to communicate performance to stakeholders and leadership. Job Description Qualifications - we seek in you
• Bachelor's degree in information technology, Computer Science, or related field.
• ITIL Foundation 4 certification or higher certification in IT Service Management is preferred.
• Minimum of 15 years of experience in IT Service Management, with a focus on process design, optimization, and governance.
• Strong understanding of ITSM frameworks, principles, and best practices.
• Experience with ITSM tools and technologies, such as ServiceNow, BMC Remedy, or JIRA Service Management.
• Excellent analytical, problem-solving, and decision-making skills.
• Strong communication, interpersonal, and stakeholder management skills.
• Ability to work effectively in a fast-paced, dynamic environment and manage multiple priorities.
• Proven track record of driving process improvement initiatives and delivering results.
• ITIL Intermediate or Expert certifications in relevant ITSM processes (e.g., Incident Management, Change Management) would be a plus.

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