Process Governance Lead

rocessPosition Summary:

The Process Governance Lead plays a critical role in establishing, implementing, and continuously improving managed services processes across the organization. This role ensures that service delivery teams have clear, consistent, and effective processes to operate against. The individual will coordinate adoption, track adherence, surface variances, and drive follow-up actions to resolution. The goal is tighter processes, smoother execution, and measurable improvements in service quality and customer experience.

Key Responsibilities

• Observe and document existing "as-is" processes across delivery towers.
• Collaborate with Technical Managers, Technical Delivery Leaders and SMEs to define "to-be" processes aligned with ITSM and organizational goals
• Maintain a central, version-controlled process repository with standardized templates and change tracking.
• Implement structured communication for process changes and updates.
• Conduct regular process adoption and compliance audits.
• Identify, remove adoption blockers and escalate recurring non-compliance.
• Facilitate periodic process review sessions with delivery and governance teams.
• Define and track key process metrics

Skills and Experience

• 6+ years experience in IT Service Delivery, Service Management, or Quality or Process Enablement roles
• Strong understanding of ITIL and managed infrastructure operations.
• Proven track record implementing and improving ITSM processes
• Strong experience coordinating cross functional teams and driving adoption in managed services environments
• Hands on experience with ITSM tools such as ServiceNow and JIRA and reporting dashboards
• Excellent facilitation, problem solving, and documentation skills

Preferred Qualifications

• Bachelors degree in IT, Business, or Operations Management
• ITIL Foundation certification or higher
• Experience in a Center of Excellence, Service Quality, or Service Operations function
• Prior experience working with distributed or global teams