Process Owner – Digital Services & Operations

Irving, TX - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Position Summary

The Process Owner is responsible for the design governance and continual improvement of key IT service processes within Digital Services and Operations. This role ensures that processes are consistently followed optimized for efficiency and aligned with business objectives. The Process Owner works closely with service teams stakeholders and end users to drive accountability ensure quality outcomes and deliver a seamless digital experience.

Responsibilities

Own endtoend responsibility for assigned IT service processes including Service Desk Networking Servers Voice Deskside Support L2 Infrastructure NOC Request Management and Knowledge Management.
Maintain process documentation workflows and RACI models to ensure clarity of ownership and accountability.
Define and track process KPIs SLAs and reporting cadence to measure effectiveness and performance.
Analyze trends and performance data to identify inefficiencies or improvement opportunities.
Lead initiatives that drive automation standardization and simplification of IT service processes.
Partner with crossfunctional and global IT teams to align process execution with corporate standards and objectives.
Collaborate with business units to understand evolving needs and adjust processes accordingly.
Serve as the primary contact for processrelated escalations inquiries and continuous improvement discussions.
Ensure compliance with ITIL principles and internal governance frameworks.
Conduct periodic audits and health checks to validate process adherence and quality.
Proactively identify and mitigate process risks maintaining consistency and operational excellence across service areas.

Requirements

Strong understanding of ITIL and IT service management best practices.
3-5 years of experience with ITSM platforms specifically Freshservice.
Proven track record of process ownership governance or service delivery.
Excellent communication facilitation and documentation skills.
Analytical mindset with ability to interpret data and drive decisions.
Experience in stakeholder engagement across technical and business functions.

Preferred Skills

Lean Six Sigma or process improvement certifications.
Familiarity with global IT operations (service desk deskside infrastructure NOC).
Prior experience in a global enterprise environment.
Ability to influence without direct authority.

Position SummaryThe Process Owner is responsible for the design governance and continual improvement of key IT service processes within Digital Services and Operations. This role ensures that processes are consistently followed optimized for efficiency and aligned with business objectives. The Proce...

Position Summary

Responsibilities

Own endtoend responsibility for assigned IT service processes including Service Desk Networking Servers Voice Deskside Support L2 Infrastructure NOC Request Management and Knowledge Management.
Maintain process documentation workflows and RACI models to ensure clarity of ownership and accountability.
Define and track process KPIs SLAs and reporting cadence to measure effectiveness and performance.
Analyze trends and performance data to identify inefficiencies or improvement opportunities.
Lead initiatives that drive automation standardization and simplification of IT service processes.
Partner with crossfunctional and global IT teams to align process execution with corporate standards and objectives.
Collaborate with business units to understand evolving needs and adjust processes accordingly.
Serve as the primary contact for processrelated escalations inquiries and continuous improvement discussions.
Ensure compliance with ITIL principles and internal governance frameworks.
Conduct periodic audits and health checks to validate process adherence and quality.
Proactively identify and mitigate process risks maintaining consistency and operational excellence across service areas.

Requirements

Strong understanding of ITIL and IT service management best practices.
3-5 years of experience with ITSM platforms specifically Freshservice.
Proven track record of process ownership governance or service delivery.
Excellent communication facilitation and documentation skills.
Analytical mindset with ability to interpret data and drive decisions.
Experience in stakeholder engagement across technical and business functions.

Preferred Skills

Lean Six Sigma or process improvement certifications.
Familiarity with global IT operations (service desk deskside infrastructure NOC).
Prior experience in a global enterprise environment.
Ability to influence without direct authority.