Position Title:  IT Process Manager

Driving Excellence in IT Process
 

At PMI, we are redefining how services are delivered and integrated across the business.

As an IT Process Manager, you’ll be responsible for the governance and continuous improvement of complex ITIL processes. You will support Service Managers in all IT Platform teams to enable them to drive increasing levels of excellence in service outcomes for their customers. You’ll ensure the seamless execution of key IT processes, uphold ITSM standards, and drive strategic improvements to elevate process maturity. Collaborate with diverse stakeholders to align business objectives and optimize overall process performance.

Your ‘day to day’

• Govern the execution of complex ITIL processes.
• Lead continuous improvement initiatives to optimize process workflows and performance.
• Ensure processes are aligned with business objectives, adhering to ITIL best practices and internal policies.
• Oversee the end-to-end performance of assigned ITIL processes, managing KPIs, SLAs, and overall process health.
• Conduct regular reviews and audits, reporting key findings to senior management for further action.
• Liaise with cross-functional teams and business stakeholders to ensure smooth process operation and alignment with business needs.
• Manage process documentation, ensuring all processes are well-documented and kept up to date.
• Conduct training for stakeholders to improve their understanding of the processes and ensure process adherence.
• Collaborate with vendors on tools supporting process workflows, ensuring optimal functionality and efficiency.
• Oversee enhancements and upgrades to process tools based on business needs.

Who we’re looking for

• Bachelor’s degree in IT, Business, or related field. ITIL certification required.
• 8+ years of experience managing complex ITIL processes with a focus on governance and optimization.
• Strong track record of leading process improvements and engaging with senior stakeholders.
• Advanced knowledge of ITIL frameworks, particularly in managing and optimizing complex service processes.
• Strong analytical and communication skills, especially for reporting process performance to leadership.

What We Offer

At PMI you will:

• Be part of an innovative, collaborative, and inclusive culture that values diverse perspectives and continuous learning.
• Gain exposure to innovative tools and technologies that empower you to make a meaningful impact.
• Lead transformative projects that drive organizational success and your personal growth.
• Enjoy a competitive compensation package and benefits that support your career and personal ambitions.

This your chance to make a significant impact and lead the way in IT process excellence. Join us and be a catalyst for change!

Our commitment to inclusion:

At PMI, we prioritize the well-being and sense of belonging of our workforce. We actively promote diversity and inclusion through our employee resource groups (ERGs), which address various aspects such as age, disability, LGBTQ+, race and ethnicity, and parenthood. These ERGs serve as inclusive networks within our organization, and we strongly encourage all employees to engage with them. Furthermore, we take great pride in being the first global company to attain the Equal Salary Certification, highlighting our commitment to equality!