Process Improvement Manager

We are seeking an experienced Process Improvement Manager to oversee the Change Management process within our IT division. The ideal candidate will own the Change Management lifecycle, ensuring adherence to process standards, mitigating risks, and driving continual process improvements. This role will partner with various teams and stakeholders to facilitate seamless execution of change management activities, ensuring compliance with process controls and service level agreements (SLAs). The Process Improvement Manager will also serve as the key lead for Change Advisory Board (CAB) meetings, ensuring that changes are implemented effectively and that associated risks are minimized.

**Key Responsibilities:**

- Manage and oversee the enterprise Change Management process, defining goals and core requirements.
- Ensure adherence to Change Management processes and facilitate continual improvement initiatives.
- Partner with process owners to coordinate effective interactions between Change Management and related processes such as asset tracking, incident management, etc.
- Lead Change Advisory Board (CAB) meetings, including preparing agendas, capturing notes, and distributing them in a timely manner.
- Ensure changes comply with process controls and are successfully implemented at the first attempt.
- Identify, mitigate, and escalate risks associated with Change Implementation, focusing on service quality and availability.
- Track implementation progress and ensure all stakeholders are informed throughout the lifecycle of the change.
- Verify that all Configuration Items (CI) are properly linked to the changes and oversee the quality of documentation.
- Take personal responsibility for emergency and expedited changes, ensuring timely and effective resolutions.
- Conduct Post Implementation Review (PIR) meetings and manage follow-up actions where necessary.
- Create and distribute daily, weekly, and ad-hoc reports on Change Management activities.
- Provide training and mentorship on Change Management processes to ensure consistent understanding and application across the team.

**Minimum Qualifications:**

- 8+ years of experience in IT Service Management with a focus on Change Management.
- 8+ years of hands-on experience with ServiceNow or similar ITSM tools for process tracking and reporting.
- Experience managing Change Management processes in a multi-service provider environment with shared SLAs.
- Strong understanding of ITIL practices and experience applying them in a service delivery function.
- Proven ability to remain calm under pressure, prioritize work, and multitask effectively.
- Experience using Key Performance Indicators (KPIs) to track trends and drive improvements in process execution.
- Demonstrated ability to communicate effectively with stakeholders at all levels, ensuring that change-related information is clear and accessible.
- Experience in facilitating Change Management-related meetings, including CAB meetings and Post Implementation Reviews.
- Ability to take control of high-priority changes and lead resolution efforts in time-sensitive scenarios.

**Preferred Skills and Qualifications:**

- 3+ years of strong verbal and written communication skills.
- Demonstrated ability to quickly learn new processes, subject matter, and team dynamics.
- Strong analytical skills and an ability to quickly establish credibility with internal and external teams.
- ITIL Foundations or ITIL Practitioner Certification is preferred.

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