Business Process Improvement Manager

Job Summary

This role ensures sustained adoption, governance, and continuous improvement of IT Service Management processes. The role combines Process Ownership (strategic accountability) and Process Management (operational execution), aligned to Acuity’s ITSM Target Operating Model and ITIL best practices.

The ITSM Process Manager is accountable for the end‑to‑end performance of assigned ITSM processes (e.g., Incident, Problem, Change, CMDB). In the current operating model, this role will operate primarily as a hands‑on Process Manager (approximately 75%), while also serving as the designated Process Owner (approximately 25%). The role ensures processes are adopted, followed, measured, and continuously improved, while acting as the primary point of accountability for process outcomes.

Key Tasks & Responsibilities (Essential Functions)

• Work with leadership to define the vision, objectives, and success measures for assigned ITSM processes, aligned with Acuity’s service management strategy
• Serve as the accountable manager for end‑to‑end process effectiveness, efficiency, and compliance
• Sponsor and work with ITSM product leadership to prioritize continual service improvement (CSI) initiatives based on data, trends, and business needs
• Resolve cross‑functional issues and decision points related to process design, scope, and ownership
• Represent assigned processes within ITSM governance forums and leadership discussions
• Ensure processes align with ITIL best practices, audit expectations, and enterprise policies
• Communicate process performance, risks, and improvement plans to senior leadership
• Manage day‑to‑day execution of ITSM processes, ensuring operational stability, consistent adherence, and measurable performance
• Act as the primary operational point of contact for process questions, issues, and escalations
• Define, maintain, and document standard operating procedures (SOPs), work instructions, and process flows
• Monitor process KPIs, SLAs, and operational metrics; analyze trends and identify improvement opportunities
• Partner closely with ServiceNow Product Owners and Platform teams to ensure tool configuration supports process needs
• Lead process training, enablement, and adoption activities for IT and business stakeholders
• Coordinate and execute process improvements, defect remediation, and enhancement requests
• Support audits, risk assessments, and compliance activities related to ITSM processes
• Ensure data quality and integrity for process‑related records (e.g., incidents, changes, CMDB items filled out correctly and completely. Offer coaching, correction and enhancements to ensure the data continues to improve.)

Skills and Minimum Experience Required

• 5+ years of experience in IT Service Management, IT Operations, or ServiceNow‑enabled environments
• Experience operating in a transformation, stabilization, or process maturity environment
• Demonstrated ability to drive process adoption, behavioral change, and operational discipline
• Experience partnering with technical, business, and leadership stakeholders

Preferred Skills and Experience

• Hands‑on experience managing ITSM processes such as Incident, Problem, Change, or Configuration Management
• Strong working knowledge of ITIL principles and practices
• ITIL v4 certification (or obtained in the first 12 months of employment)
• ServiceNow experience strongly preferred (process design, reporting, workflow alignment) or similar system(s) such as Cherwell, Salesforce, Jira.