IT Process Manager

Job summary:

The IT Process Manager position is the owner and designer of the end-to-end process flows for Technology Alignment Office (TAO) processes enabled through ServiceNow. The role defines, standardizes and continuously improves workflows across Demands, Projects, Data Products and other TAO governance processes. It ensures process flows have clear roles and responsibilities, controls, decision points, measures and integrations, translating TAO requirements into effective, automated and scalable ServiceNow-enabled processes.

Main Duties & Responsibilities:

Process Ownership & Design

• Own the design, standards, documentation and continuous improvement of TAO ServiceNow-enabled process flows, including Demands, Projects, Data Products and related governance workflows.
• Define end-to-end process architecture, including roles and responsibilities, decision points, approvals, controls, SLAs, KPIs and escalation paths.
• Translate TAO governance and operating-model requirements into effective ServiceNow-enabled workflows, forms, approvals, notifications, reporting and automation requirements.
• Establish and maintain common process standards, reducing duplication, unnecessary complexity, manual activities and control gaps.

Process Change & ServiceNow Enablement

• Manage process changes end-to-end, from requirements gathering and impact assessment through design, testing, deployment, adoption and post-implementation review.
• Identify and prioritise opportunities for process and workflow automation, integration and simplification, and for improving the user experience.
• Partner with ServiceNow platform teams to translate agreed process designs into scalable configurations while minimising unnecessary customisation.
• Manage process dependencies and integration points across TAO and wider IT governance processes.

Performance & Continuous Improvement

• Monitor process usage, adoption, performance, compliance, bottlenecks, exceptions and SLAs, using insights to identify and drive continuous improvement actions.
• Conduct periodic process reviews with relevant stakeholders to ensure processes remain effective, fit for purpose and aligned with evolving governance and operational requirements.

Stakeholder Alignment & Adoption

• Coordinate with TAO, IT and business stakeholders to ensure process designs meet governance and operational requirements.
• Drive process adoption by developing appropriate process guidance and documentation and supporting communication, training and knowledge transfer for relevant users and stakeholders.

Core Competencies and Requirements:

• Bachelor’s degree in Information Technology, Information Systems, Business Administration, Business Process Management or a related discipline. Equivalent relevant professional experience may be considered.
• 5+ years of experience in IT process management, IT service management, business process management or a related field.
• Demonstrated experience owning, designing and continuously improving end-to-end processes within a complex enterprise environment.
• Hands-on experience translating business, governance and operating-model requirements into ServiceNow-enabled workflows and process solutions.
• Experience managing process changes through requirements gathering, design, testing, implementation, adoption and continuous improvement.
• Experience working across multiple functions and stakeholder groups in a large, multinational and matrix organization.
• Strong knowledge of ServiceNow process design, workflow management and workflow automation.
• Good understanding of ITSM/ITIL, process governance, controls, KPIs and SLAs.
• Experience with process mapping, requirements definition and process integration.
• ServiceNow and/or ITIL certification desirable; Business Process Management, Agile or Project Management certification advantageous.
• Fluent written and spoken English.