Process Manager (IT Service Management)

About the role

The Process Manager will lead and continuously improve the organisation's IT Service Management (ITSM) processes. You will ensure that processes are compliant, of high quality, and aligned with business objectives while supporting a stable and efficient IT environment.

Key responsibilities

• Lead and continuously improve ITSM processes, ensuring quality, compliance and alignment with business goals.
• Monitor KPIs and SLAs, and contribute to CMDB optimisation.
• Manage critical incidents, coordinate resolution activities, oversee the full incident lifecycle and handle technical and business escalations.
• Analyse incidents to identify improvement areas.
• Manage change processes including validation, planning, tracking and participation in Change Advisory Boards (CABs).
• Assess risks and impacts of changes and coordinate with technical and business teams.
• Perform root‑cause analysis for problems, track corrective actions and contribute to environment stabilisation.

Required profile

• Minimum 10 years of experience in IT / ITSM environments.
• ITIL certification is mandatory.
• Strong experience in Incident and Change Management.
• Good knowledge of CMDB tools and practices.
• Strong understanding of incident and problem lifecycle management.
• Experience in escalation management.
• Professional English proficiency for operational communication.

Required skills

• ITIL
• CMDB