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:

  • Bachelor’s 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 candidate’s work location and qualifications, including relevant education, work experience, skills, and competencies.

Annual Rate: $97,000.00 - $163,000.00

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.

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