Sr. ITSM Process Manager

• Business group: The IT Service Management team delivers best-in-class technology enhancements in service management for our internal stakeholders and users via robust processes, tools, and governance.
• Projects: The project is ongoing and is a large initiative that aims to re-engineer all of the Service Management processes within the organization and implement all tooling that is needed to support that effort.
• Reason: additional workload

• The Sr. Process Manager, Change/Release Management plays a pivotal role in advancing best practices across digital product release initiatives.
• Through governance, standards, policies, and education, this role drives automation, delivers actionable insights, and ensures regulatory compliance.
• You will lead and support the execution of the product roadmap for the Service Management Release Management module and Digital Product Release (DPR), with a strong emphasis on integrating ServiceNow DPR with DevOps and orchestration environments, including CI/CD pipeline automation and agile delivery practices.

• Strategic Leadership
• Drive the vision and evolution of change and release management processes across the enterprise.
• Build strong relationships with stakeholders across technology, risk, audit, and business lines.
• Process Design & Optimization
• Lead the analysis, design, and continuous improvement of change and release processes.
• Collaborate with platform teams, CIO representatives, and SREs to ensure alignment with business and technical requirements.
• Integration & Automation
• Oversee the integration of ServiceNow DPR with DevOps pipelines and orchestration tools.
• Champion automation of release workflows and change approvals to improve velocity and compliance.
• Governance & Compliance
• Enforce process standards, controls, and audit readiness.
• Ensure regulatory and risk requirements are embedded in all release and change activities.
• Training & Documentation
• Develop and deliver training programs to promote process adoption.
• Maintain comprehensive documentation for processes, workflows, and governance models.
• Reporting & Metrics
• Implement and monitor KPIs and metrics to assess process performance and compliance.
• Present insights and recommendations to leadership and key stakeholders.
• Project Leadership
• Lead cross-functional initiatives related to change and release management.
• Engage stakeholders such as legal, risk, and audit during project planning and execution.

• 8+ years experience in a technical domain (e.g., software development, operations, process engineering).
• Strong understanding of Agile, DevOps, and CI/CD pipelines.
• 3–5 years of experience in ITIL / IT Service Management.
• 3+ years of experience with ServiceNow, particularly DPR and Release Management modules.
• Familiarity with process analysis techniques (e.g., Value Stream Mapping, Six Sigma).

• Advanced ITSM experience, especially with ITIL frameworks.
• Spanish language skills.
• Experience with JIRA, Jenkins, GitLab, or other DevOps tools
• ITIL certification preferred

• Critical thinker with strong analytical and problem-solving abilities.
• Proven leadership in both people and process initiatives.
• Champions a high-performance, inclusive, and customer-focused culture
• Excellent communication and stakeholder engagement skills.
• Fluency in English.

• Bachelor’s degree in Computer Science, Computer Engineering, or a related field.

• A strategic and technically fluent leader who bridges the gap between process and technology. The ideal candidate has hands-on experience in both development and operations, excels in process design, and thrives in a fast-paced, agile environment.

• 1st round – teams – 30 mins – HM
• 2nd round -teams – 45 mins – Panel (Technical)

ProViso Consulting