Process Manager

Position Summary:

The Process Manager is responsible for overseeing, maintaining, and improving IT Service Management (ITSM) processes within the Global Communications Center (GCC). This role ensures that all service management processes are well-documented, consistently followed, measured, and optimized in alignment with organizational goals and ITIL best practices. The Process Manager is a central coordination point for process governance, execution quality, compliance, and continuous improvement across the enterprise.

Key Responsibilities:

• Serve as the primary owner of one or more ITSM processes, ensuring proper design, documentation, implementation, and governance.
• Coordinate and lead process improvement initiatives across Incident, Problem, Change, Request, Knowledge, and other key ITIL processes.
• Develop and maintain process documentation, workflows, standard operating procedures, and governance artifacts.
• Monitor process performance through KPIs, dashboards, and data analysis; identify areas for optimization or risk mitigation.
• Ensure processes are consistently followed across GCC teams and stakeholders; perform process audits as necessary.
• Facilitate process-related working groups, governance boards, and training sessions.
• Collaborate with Service Owners, engineering teams, operations centers, and leadership to support process adherence and service excellence.
• Identify and recommend improvements to enhance process efficiency, reduce operational waste, and increase service reliability.
• Support integration of GCC processes with Army enterprise service frameworks and DoD policies.
• Enable continuous improvement by leveraging lessons learned, trend analysis, and best practices.

Required Qualifications:

• Active DoD Secret clearance 
• Mininum 10 years experience
• Experience in IT Service Management or enterprise IT operations within a DoD or government environment.
• Strong understanding of ITIL v4 principles, process design, and service management frameworks.
• Demonstrated ability to coordinate cross-functional teams and drive process alignment.
• Excellent communication, documentation, and organizational skills.
• Ability to analyze process data and present actionable insights.

Preferred Qualifications:

• ITIL v4 Foundation or higher certification.
• Experience with GCC service delivery processes or Army enterprise networks.
• Familiarity with service management platforms (e.g., ServiceNow, Remedy).
• Background in process engineering, quality management, or governance.

Core Competencies:

• Process design and optimization
• Analytical thinking and data interpretation
• Stakeholder engagement and facilitation
• Documentation excellence
• Continuous improvement mindset
• Compliance and governance awareness