Process Excellence Lead

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Delivery Strategy & Governance

• Define and implement the overall strategy for application development & maintenance and Center of excellence
• Establish frameworks standards metrics and best practices aligned with organizational and industry standards (ISO CMMI ITIL GxP Agile DevOps).
• Identify opportunities to centralize best practices reduce duplication and increase efficiency
• Drive adoption of industry best practices and continuous improvement initiatives
• Application Development & maintenance and Center of Excellence
• Establish governance frameworks decision-making structures and escalation paths
• Ensure alignment with compliance risk management and corporate policies
• Lead governance forums with senior stakeholders to drive accountability and transparency
• Monitor adherence to standards and take corrective actions where needed
• Application Maintenance & Support Quality
• Monitor quality of application support including incident problem change and release management.
• Track and improve SLAs KPIs MTTR defect leakage and production stability.
• Build and drive root cause analysis (RCA) and preventive actions
• Ensure consistency across teams in delivery tools and operational practices
• Maintain and continuously improve process documentation playbooks and templates
• Stakeholder & Team Collaboration
• Partner with Engineering Product Operations and Business stakeholders to ensure alignment.
• Develop stakeholder self-help resources including knowledge bases portals and toolkits
• Enable a shift-left model through scalable self-service solutions

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• No travel is expected for this position.

Collaboration:

• Working with various external vendors Internal Business team Procurement and Legal teams.

EDUCATION AND REQUIRED CREDENTIALS:

• Bachelors Degree; Advanced Degree desirable or an equivalent combination of education and experience

EXPERIENCE AND SKILLS:

• 6 years of experience in Service Assurance IT Operations or Service Management with a focus operating model
• Strong understanding of SDLC STLC and ITIL processes.
• Experience with test automation frameworks and CI/CD pipelines.

The rate of pay for this position will depend on the successful candidates work location and qualifications including relevant education work experience skills and competencies.

Annual Rate: $97000.00 - $163000.00

Benefit Overview: This position offers a comprehensive benefits package including medical dental and vision insurance a 401(k) with company match paid time off parental leave and potential for performance-based bonuses depending on company and individual performance.