Process Manager

• Design, document, and publish end -to -end IT and operational processes — including workflows, SOPs, RACI matrices, and process maps — using industry best practices (ISO 9001,27001, CMMI, Six Sigma).
  
• Conduct process discovery workshops with stakeholders to identify current -state gaps and define future -state workflows; maintain a centralised process repository with version control.
  

• Drive adoption of new and revised processes across delivery, operations, and support teams; establish governance frameworks including process ownership, review cycles, and change control.
  
• Monitor process adherence through regular audits, health checks, and compliance reviews; report non -conformances to leadership with corrective action plans.
  

• Identify process inefficiencies through data analysis, stakeholder feedback, and audit findings; lead Kaizen, Lean, or Six Sigma improvement initiatives to reduce cycle time, errors, and cost.
  
• Track and report CI metrics — process efficiency gains, defect reduction, cost savings, and turnaround time improvements — on a monthly and quarterly basis.
  

• Own and manage ITIL -aligned processes including Incident Management, Change Management, Problem Management, Service Request, and Release Management within the IT service delivery framework.
  
• Define and enforce SLAs, OLAs, and KPIs for each ITSM process; work with the Service Desk and operations teams to ensure consistent adherence and continuous improvement.
  

• Ensure all IT processes comply with relevant standards and regulations — ISO 9001, ISO 27001, CMMI, SOC 2, GDPR, or customer -specific contractual requirements.
  
• Prepare and support internal and external audits; manage audit findings, track CAPAs (Corrective and Preventive Actions), and drive closure within agreed timelines.
  

• Define process KPIs and leading indicators; build and maintain dashboards (Power BI / Tableau / Excel) to provide real -time visibility into process health across the organisation.
  
• Present monthly and quarterly process performance reports to senior leadership, highlighting trends, risks, and improvement opportunities.
  

• Partner with Project Managers, BU Heads, QA, HR, and Finance to align processes with project delivery, compliance, and business strategy; facilitate cross -functional process review forums.
  
• Lead change management activities for process transformations — communication plans, training programmes, and user adoption tracking to ensure smooth rollouts with minimal disruption.
  

• Evaluate, implement, and manage process management and automation tools (BPM platforms, RPA, workflow engines); define automation candidates based on volume, frequency, and complexity analysis.
  
• Collaborate with IT and Engineering teams to automate manual processes using tools such as ServiceNow, JIRA workflows, Power Automate, or RPA platforms (UiPath, Automation Anywhere).
  

Requirements

• B.E. / B.Tech in Computer Science, IT, or related field; MBA in Operations, Quality, or Technology Management preferred.
  
• ITIL v4 Foundation / Practitioner certification is mandatory; Six Sigma Green Belt / Black Belt, PRINCE2, PMP, or ISO Lead Auditor are strong advantages.
  

• 5–10 years in IT services, software product, or consulting; minimum 3 years in a dedicated Process Management, Process Excellence, or IT Quality role.
  
• Demonstrated experience delivering measurable process improvements (cost savings, cycle time reduction, defect reduction) and managing ISO / CMMI.
  
  

Benefits

• Direct leadership role with high visibility and ownership
  
• Opportunity to build the marketing function from the ground up for a product portfolio with validated global customers
  
• Work at the intersection of AI, simulation, and sustainability — high -impact, high -growth space
  
• Employee development, mentorship, and a defined career path