Process Excellence Lead

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Delivery Strategy & Governance

• Define and implement the overall strategy for application development & maintenance and Center of excellence
• Establish frameworks, standards, metrics, and best practices aligned with organizational and industry standards (ISO, CMMI, ITIL, GxP, Agile, DevOps).
• Identify opportunities to centralize best practices, reduce duplication, and increase efficiency
• Drive adoption of industry best practices and continuous improvement initiatives
• Application Development & maintenance and Center of Excellence
• Establish governance frameworks, decision-making structures, and escalation paths
• Ensure alignment with compliance, risk management, and corporate policies
• Lead governance forums with senior stakeholders to drive accountability and transparency
• Monitor adherence to standards and take corrective actions where needed
• Application Maintenance & Support Quality
• Monitor quality of application support, including incident, problem, change, and release management.
• Track and improve SLAs, KPIs, MTTR, defect leakage, and production stability.
• Build and drive root cause analysis (RCA) and preventive actions
• Ensure consistency across teams in delivery, tools, and operational practices
• Maintain and continuously improve process documentation, playbooks, and templates
• Stakeholder & Team Collaboration
• Partner with Engineering, Product, Operations, and Business stakeholders to ensure alignment.
• Develop stakeholder self-help resources including knowledge bases, portals, and toolkits
• Enable a “shift-left” model through scalable self-service solutions

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• No travel is expected for this position.

Collaboration:

• Working with various external vendors, Internal Business team, Procurement and Legal teams.

EDUCATION AND REQUIRED CREDENTIALS:

• Bachelor’s Degree; Advanced Degree desirable or an equivalent combination of education and experience

EXPERIENCE AND SKILLS:

• 6+ years of experience in Service Assurance, IT Operations, or Service Management, with a focus operating model
• Strong understanding of SDLC, STLC, and ITIL processes.
• Experience with test automation frameworks and CI/CD pipelines.

The rate of pay for this position will depend on the successful candidate’s work location and qualifications, including relevant education, work experience, skills, and competencies.

Annual Rate: $97,000.00 - $163,000.00

Benefit Overview: This position offers a comprehensive benefits package including medical, dental, and vision insurance, a 401(k) with company match, paid time off, parental leave and potential for performance-based bonuses depending on company and individual performance.