IT Process Lead, Service Management

Lake County, Illinois, USA
Jun 20, 2018
Required Education
Bachelors Degree
Position Type
Full time

The Application Center of Excellence (ACoE) IT Process Lead role will be responsible for providing governance of IT processes including service management as assigned. The role will Increase IT Value thru efficient and effective IT Processes and enable better decision making thru transparency. This role will drive standardization of process, reduce risk and maintain compliance, provide insight for continuous improvement of process performance and productivity, and ensure continuity by conducting training and providing guidance.

Key Responsibilities Include:

· Lead strategy, governance and oversight of assigned service operations processes to ensure alignment with ACoE priorities and with service and operational excellence objectives to drive IT common IT practices and processes and to drive IT data accuracy, consistency, and completeness.

    • Propose performance goals and track performance over time

o Identify hotspots and troubleshoot

    • Benchmark performance vs. industry peers
    • Diagnose and understand the underlying drivers of performance gaps
    • Discuss findings and report outcomes as well as improvements and recommendations to improve performance

· Develop, implement, and maintain ACoE policies, procedures and associated training plans

  • Responsible for cross-ACoE standardization and improvements in the tool, process, steering mechanisms, metrics and KPIs, and roles to ensure that established goals are met and process improvements are sustained and measureable
  • Ensure consistent benefit analysis of proposed solutions
  • Manage central tracking as required and distribute reports
  • Drive consistent results thru common understanding of successful process execution by planning and leading lunch-n-learns and other training sessions
  • Serve as the central escalation point for ACoE policy, process/procedures/roles, metrics, and KPI related questions or issue for the assigned processes
  • Establish and maintain collaborative working relationship with IT counterparts including enterprise level process owners, system process leads, ACoE execution team leads and managers, MSP SMO, and MSP delivery leads
  • Influence key actors to ensure compliance with processes and procedures and influence change where required


  • Required: Bachelor degree in Information Technology, Business, or Related.

  • Preferred: Master's degree in Information Technology, Business, or Related

  • Required: Minimum of 10 years of related IT experience

  • Required: Prior experience making decisions at department or division level

  • Required: 3+ years of recent experience with ServiceNow

  • Required: Stakeholder management, strong interpersonal and communication skills, and ability to influence

  • Required: Demonstrated ability to coordinate cross-functional teams towards task completion

  • Required: Experience with ITIL Service Management in a global, multi-sourced environment

  • Required: Experience with Software Development Lifecycle (SDLC) methodologies

  • Required: Process & Procedure Design, Optimization, and Management

  • Preferred: Ability to prioritize and multi-task. Strong problem resolution skills

  • Preferred: ITIL Foundation Certification. ITIL Intermediate Certification in Service Operations

Equal Opportunity Employer Minorities/Women/Veterans/Disabled