IT Project Management Specialist

Job Description

Our vision is to enable profitable growth to Aramark’s Accounts by enabling them with services that meet their needs as effectively and then efficiently as possible.  To achieve this vision, Aramark will re-think service to its line of business accounts from the lens of their account operators.
We are seeking a Process Analyst – Service Experience & Improvement professional who will play a critical role in understanding, documenting, measuring, analyzing and improving how IT services are delivered across the enterprise. This role strengthens our ServiceFirst! mission by mapping services at depth, analyzing process performance, identifying opportunities for simplification and automation, and ensuring IT services are effective, efficient, and easy for operators to use.

Reporting to the leader of Aramark Enterprise Shared Services and accountable to the Business Unit Sector CIO’s, and International Stakeholders, this role will work closely with the respective line of business Technology service managers and resources. 

 

Job Responsibilities

The role is accountable for: the following: 
1.  Service Mapping
•    Map and evaluate IT services to determine whether they meet customer and operator needs.
•    Document service touchpoints and analyze service delivery performance.
•    Partner with Service Owenrs to understand how to analyze the detailed process maps to improve the overall effectiveness and efficiency of the process. 
2. Service Performance & Analysis
•    Track service KPIs and identify performance trends.
•    Highlight improvement areas based on data insights.
•    Support structured rootcause analysis using a “No Problem Twice” approach.
3. Process Documentation & Optimization
•    Document currentstate workflows, service steps, and crossteam handoffs.
•    Build process maps using ITSM tools such as ServiceNow.
•    Identify inefficiencies and recommend opportunities for improvement or automation.
•    Driving Business Effective Technology Services: Ensure that our technology services meet customer needs, minimize negative business impact, and deliver on account needs. The leader is accountable for all services defined and measure Service KPIs to meet account needs, ensuring services are secure, reliable, dependable, proactive, and predictive.
•    Ensuring the desired service performance is sustainable and continuously improving: The leader will be responsible for ensuring that our technology services continuously get better, adhering to the principle of "No Problem Twice". They will work to minimize the duration from when a need is identified to when it is met, with the ultimate goal of reducing this duration to zero.
•    Promoting transparency of the services to businesses and the respective service providers: The leader will ensure that our technology services are visible and transparent, with a strong focus on the operator perspective. Establishing measurable processes that use data to continuously improve services provided by the technology organization.
•    Driving Efficiency: Leveraging the principles of lean 6 sigma, the leader will ensure services are as efficient as possible to meet the necessary level of service effectiveness.  The leader will be accountable to ensure all services are defined, process mapped, managed inside a workflow management tool and the steps measured with the goal of minimizing customer tasks/effort and service provider cost. They will work to eliminate unnecessary steps, automate steps where possible, and automate management by exception.  The leader will be accountable that service KPI’s are set, baselined, continuously tracked and trended.     
•    Promoting Year-Over-Year Productivity: The leader will be accountable for driving year-over-year productivity improvements in our technology services.
4. UserCentered Service Design Support
•    Assist in developing personas, journey maps, and service blueprints.
•    Gather and interpret user feedback to inform redesign decisions.
5. ServiceFirst Enablement
•    Support teams applying Lean, HumanCentered Design (HCD), Agile, and ITSM practices.
•    Help maintain standard workflows, SLAs, KPIs, and other operational artifacts.
6. Reporting & Communication
•    Produce dashboards, KPI summaries, and service improvement reporting.
•    Communicate insights and recommendations clearly across technical and business teams.
•    Help maintain standard workflows, SLAs, KPIs, and other operational artifacts.

Qualifications

QUALIFICATIONS

•    A minimum of 5 years of service transformational experience within multi-billion revenue organizations.
•    
Experience high influence models leading teams/groups of more than 300 professionals and managing operations in a distributed organization.
•    Experience w