Manager - Global Process

As GPL – Continual Service Improvement (CSI), you will be responsible for driving a structured and data-driven improvement culture across IT Service Management practices. You will focus on identifying improvement opportunities, analysing service performance, and implementing targeted CSI initiatives to enhance service quality, operational efficiency, and customer experience. You will work closely with ITIL process owners, Digital Operations Center (DOC), product teams, and business stakeholders to ensure continuous alignment with organizational goals, CMMI maturity targets, and service excellence objectives. Act as the Global Process Owner, Custodian, and Consultant for the Continual Service Improvement (CSI) practice, accountable for its strategy, governance, implementation, adoption, and value realization. Define, establish, and govern the enterprise-wide CSI framework, methodology, operating model, governance structure, and improvement lifecycle. Serve as the strategic advisor and process consultant to business leaders, process owners, and operational teams, driving a culture of continual improvement and operational excellence. Lead enterprise-wide improvement consulting engagements, process assessments, maturity evaluations, and transformation initiatives across ITSM and Digital Operations functions. Establish and manage the CSI portfolio, including opportunity identification, prioritization, business case development, implementation tracking, benefits realization, and closure. Partner with Global Process Leads, Service Owners, Digital Operations teams, and business stakeholders to identify and implement high-value improvement opportunities. Define and govern KPI frameworks, performance dashboards, measurement models, and reporting mechanisms to demonstrate improvement outcomes and business value. Drive process maturity advancement through structured assessments, gap analyses, benchmarking activities, and improvement roadmaps aligned to the ITIL Maturity Model. Facilitate governance forums and leadership reviews to monitor improvement initiatives, risks, dependencies, and realized benefits. Champion data-driven decision-making, automation, analytics, AI/AIOps, and digital transformation initiatives that improve service quality, efficiency, reliability, and customer experience. Develop and maintain CSI standards, templates, methodologies, and best practices to ensure consistency and scalability across the organization. Provide executive-level insights and recommendations on service performance trends, improvement priorities, and strategic transformation opportunities. Required Experience CSI consulting, transformation, and governance experience. Global process ownership and enterprise-wide improvement program leadership. Process consulting, process design, and operating model development expertise. Experience driving ITIL-based continual improvement and service management transformation initiatives. Strong analytical, stakeholder management, and executive communication skills. Experience with ServiceNow, reporting, analytics, and workflow optimization. Expertise in KPI design, benefits realization, value measurement, and maturity assessments. Knowledge of Lean, Six Sigma, ITIL Continual Improvement, and service management best practices. Behaviours & Approach Strong analytical and problem-solving mindset, with the ability to translate data into actionable insights Proactive and outcome-driven, with a focus on measurable service improvements Effective communicator with the ability to influence stakeholders across all levels Collaborative approach, working across cross-functional teams and global stakeholders Resilient and structured in managing complex environments and transformation initiatives Continuous learning mindset with a focus on innovation and optimization Work Experience 13 – 15 years of experience in IT Service Management, Continual Service Improvement, Operations, or Process Excellence roles Proven experience in driving CSI initiatives, service improvement programs, and maturity assessments Hands-on experience with ITSM tools (ServiceNow, Jira) and performance reporting dashboards Strong understanding of ITIL framework, CMMI, and operational governance practices Experience in data analysis, RCA, and process optimization techniques Excellent stakeholder management and facilitation skills Education & Qualifications Bachelor’s or master’s degree in a relevant field (Business, Operations, IT, etc.) ITIL Foundation (v3/v4) certification (preferred) Experience in Lean / Six Sigma / Continuous Improvement methodologies Strong communication, analytical, and problem-solving skills English language – expert proficiency