Technical Process Optimization Manager

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The Technical Process Optimization Manager in the Enterprise Program Office (EPO) is accountable for designing, implementing, and continuously improving the tooling and workflows that power the EPO operating model. This role acts as a tool‑forward process owner, translating governance and delivery requirements into automated workflows, standardized intake and decision artifacts, routing and approvals, and reliable telemetry across the enterprise initiative lifecycle.

Leveraging platforms such as Service Now (and related reporting tooling), the role builds and administers workflow solutions, defines process controls and "definition of ready" gates, and delivers measurable improvements in cycle time, transparency, and compliance. Success is measured by workflow adoption, reduction in manual effort and rework, improved decision readiness, and clear process performance metrics that enable leadership to steer with confidence.

• Assesses operational processes to identify inefficiencies and areas for improvement
• Leads the design and implementation of technical solutions to enhance business operations
• Prioritizes major incidents, changes, and problem‑solving initiatives within critical operations
• Evaluates the efficacy of current processes and integrates stakeholder feedback for optimization
• Provide enablement and adoption support (how‑to guides, training, office hours, stakeholder communications) to drive consistent use of tools and process adherence.
• Triage and resolve workflow "production issues" (defects, misrouting, broken automations, reporting failures), coordinating fixes with platform teams and communicating impacts and workarounds.

• Bachelor's Degree Computer Science, Information Technology, or related field (Required)
• Master's/Advanced Degree Business Administration or Information Systems (Preferred)
• 2-4 years - Applying Six Sigma or similar methodologies for process improvement within technical operations
• 4-7 years - Implementing and managing IT service management tools such as Service Now
• 7-10 years - Leading cross-functional teams in the design and implementation of technical business solutions

• Service Now Proficiency in using Service Now for managing IT services and operations. (Required)
• Six Sigma Knowledge of Six Sigma methodologies to improve business processes and reduce defects. (Required)
• Change Management Ability to manage and lead change within the organization to ensure successful adoption of new processes and technologies. (Required)
• Problem Solving Strong problem‑solving skills to effectively address and resolve issues during critical operations. (Required)
• Cross Functional Relationships Proven ability to manage and enhance relationships across different functional areas within the organization. (Required)
• Process Improvement Experience in identifying and implementing process improvements to enhance business efficiency and effectiveness. (Required)
• Analytics Strong analytical skills to assess process performance and make data‑driven decisions. (Required)
• Leadership Strong leadership qualities to guide teams and projects towards successful outcomes. (Required)

• Certified Business Process Associate (CBPA):
  Certification that validates knowledge and skills in business process management, focusing on process improvement and optimization. (Preferred)
• ITIL Certification:
  Certification that demonstrates understanding and application of IT service management best practices according to the ITIL framework. (Preferred)
• Six Sigma Certification:
  Certification that indicates expertise in the Six Sigma methodology for process improvement, which is crucial for analyzing and enhancing…