IT Process Excellence Supervisor

IT Process Excellence Supervisor

About the Role

We are looking for an experienced IT Process Excellence Supervisor to lead process governance, policy management, and continual improvement initiatives across IT. This role is responsible for driving operational excellence, enhancing service quality, ensuring process compliance, and supervising a team to support the organization's IT Service Management (ITSM) objectives.

Job Description

• Lead IT process governance, policy development, and continual improvement initiatives.
• Review, create, and maintain IT policies, procedures, standards, and process documentation.
• Conduct process assessments, governance reviews, gap analyses, and operational improvement activities.
• Drive service improvement and Problem Management initiatives, including root cause analysis and corrective actions.
• Identify opportunities to automate workflows and improve process efficiency using ITSM and productivity tools.
• Prepare governance reports, dashboards, and management presentations.
• Facilitate process awareness programs and promote compliance with IT governance standards.
• Supervise team members, provide coaching, and monitor performance.
• Collaborate with stakeholders to improve service quality, operational efficiency, and process maturity.

Qualifications

• Bachelor's Degree in IT, Computer Science, Information Systems, Engineering, Business Administration, or related field.
• 3-5 years of experience in IT Process Excellence, IT Service Management (ITSM), IT Governance, Process Improvement, or Quality Management.
• At least 1 year of supervisory or team leadership experience.
• Proven experience in Continual Improvement, Process Governance, Policy Creation & Review, Service Improvement, Problem Management, Operational Reviews, and Process Optimization.
• Experience with workflow automation and ITSM platforms such as Freshservice, ServiceNow, Jira, or similar tools.
• Strong analytical, stakeholder management, communication, facilitation, and reporting skills.
• Proficient in Microsoft Excel, PowerPoint, and Word.
• Preferred Certifications: ITIL Foundation (or higher), Freshservice Certification, Lean Six Sigma Green Belt, ServiceNow Certification, or COBIT Foundation.