IT Process Manager

About the role

The IT Process Manager will own and design end‑to‑end process flows for the Technology Alignment Office (TAO) using ServiceNow. You will translate governance requirements into automated, scalable workflows that improve efficiency across demands, projects and data products.

Key responsibilities

• Design, document and continuously improve TAO ServiceNow‑enabled processes, defining roles, approvals, SLAs, KPIs and escalation paths.
• Manage full lifecycle of process changes—from requirements gathering and impact assessment to testing, deployment and post‑implementation review.
• Identify automation opportunities, work with ServiceNow platform teams to implement scalable configurations, and minimise customisation.
• Monitor process usage, performance and compliance, conducting regular reviews and driving continuous improvement.
• Coordinate with TAO, IT and business stakeholders to ensure alignment, provide guidance, and support training and knowledge transfer.

Required profile

• Bachelor’s degree in IT, Information Systems, Business Administration or related field, or equivalent experience.
• 5+ years of experience in IT process management, ITSM/ITIL or business process management within a large, multinational organization.
• Proven ability to own, design and improve complex enterprise processes.
• Strong stakeholder management skills across multiple functions and regions.

Required skills

• ServiceNow process design and workflow automation.
• ITSM/ITIL frameworks and governance.
• Process mapping, requirements definition and integration.
• Knowledge of Business Process Management, Agile or Project Management methodologies.