Location: Hybrid (3 days in office) in Atlanta, GA
The IT Process Improvement Manager is a senior individual contributor responsible for driving continuous improvement across IT processes, with a primary focus on modernizing andà optimizingà IT service management and ticketing workflows. This roleà operatesà as a program manager, overseeing a portfolio of process improvement initiatives,à facilitatingà crossââ¬âteamà collaboration, and providingà executiveââ¬âlevelà reporting and insights.Ã
The role isà 75% focused on IT process improvement and modernizationà andà 25% focused on portfolio and roadmap managementà for a team of seven process and delivery resources. Success in this role requires strong facilitation skills, the ability to influence and negotiate across all levels of the organization, and the capability to translate complex process gaps into actionable initiatives.Ã
What You'll Do
Process Improvement & Modernization (75%)Ã
Lead initiatives to assess, design,Ã optimize, and standardize IT processes across service delivery, operations, and governance, with a strong emphasis on IT ticketing and service management workflowsÃ
Analyzeà currentââ¬âstateà processes toà identifyà gaps, inefficiencies, and pain points; facilitate whiteboarding sessions and working groups to defineà futureââ¬âstateà solutionsÃ
Apply continuous improvement methodologies (e.g., ITIL, Lean, Six Sigma, Agile) to improve efficiency, reduce waste, minimize risk, and enhance service qualityÃ
Facilitate process mapping, root cause analysis, and impact assessments to prioritize improvement opportunitiesÃ
Partner with IT and business stakeholders to translate process improvements into clearly scoped initiatives for delivery teamsÃ
Develop andà maintainà process documentation, standards, and operating proceduresÃ
Drive adoption of improved processes through stakeholder engagement, training, and change managementÃ
Portfolio & Program Management (25%)Ã
Manage and report on a portfolio of IT process improvement initiatives,à maintainingà a clear roadmap and prioritization aligned to business and IT objectivesÃ
Coordinate work across multiple teams and st