Process Owner – Digital Services & Operations

Position Summary

The Process Owner is responsible for the design, governance, and continual improvement of key IT service processes within Digital Services and Operations. This role ensures that processes are consistently followed, optimized for efficiency, and aligned with business objectives. The Process Owner works closely with service teams, stakeholders, and end users to drive accountability, ensure quality outcomes, and deliver a seamless digital experience.

Key Responsibilities

Process Ownership & Governance

• Own end-to-end responsibility for assigned IT service processes (e.g., Service Desk, Networking, Servers, Voice, Deskside Support, L2 Infrastructure, NOC, Request Management, Knowledge Management).
• Maintain process documentation, workflows, and RACI models.
• Define process KPIs, SLAs, and reporting cadence.

 Process Improvement & Optimization

• Analyze trends and performance data to identify inefficiencies or gaps.
• Lead initiatives for automation, standardization, and simplification.
• Partner with cross-functional teams to implement best practices.

Stakeholder Collaboration

• Act as the primary contact for process-related escalations and inquiries.
• Work with global IT teams to ensure processes align with corporate standards.
• Partner with business units to understand needs and adjust processes accordingly.

Compliance & Quality Assurance

• Ensure processes comply with ITIL and internal governance frameworks.
• Conduct periodic audits and health checks to confirm adherence.
• Manage risk by proactively identifying and mitigating process gaps.

Qualifications

• Strong understanding of ITIL and IT service management best practices.
• 3-5 years of experience with ITSM platforms, specifically Freshservice.
• Proven track record of process ownership, governance, or service delivery.
• Excellent communication, facilitation, and documentation skills.
• Analytical mindset with ability to interpret data and drive decisions.
• Experience in stakeholder engagement across technical and business functions.

Preferred Skills

• Lean Six Sigma or process improvement certifications.
• Familiarity with global IT operations (service desk, deskside, infrastructure, NOC).
• Prior experience in a global enterprise environment.
• Ability to influence without direct authority.