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The BT Service Management Process Manager serves as the primary process authority for how technology changes are governed, how service disruptions are coordinated and communicated, and how recurring issues are investigated and reduced. The position facilitates the Change Advisory Board, leads and coordinates major incident response, governs post-incident and problem-management follow-through, and partners with the ServiceNow platform team to translate approved process requirements into sustainable workflows, records, dashboards, and automation.
This is a process leadership role, not a ServiceNow engineering or hands-on technical remediation role. The position establishes operating standards, decision rights, controls, training, reporting, and accountability across Business Technology teams to improve service reliability, restoration, risk management, communication, and the end-user experience. This role serves as the primary process authority for how technology changes are governed, how service disruptions are coordinated and communicated, and how recurring issues are investigated and reduced. The position facilitates the Change Advisory Board, leads and coordinates major incident response, governs post-incident and problem-management follow-through, and partners with the ServiceNow platform team to translate approved process requirements into sustainable workflows, records, dashboards, and automation.
MINIMUM REQUIREMENTS
Education: Bachelor's degree in Information Technology, Computer Science, Business, Management Information Systems, or a related field, or an equivalent combination of education and relevant professional experience. ITIL, ServiceNow, or comparable IT service management certifications preferred.
Experience: Five or more years of experience in IT service management or related disciplines, with expertise in ITSM/ITIL processes, major incident and change management, technology governance, root-cause analysis, ServiceNow or comparable platforms, process documentation, reporting, and cross-functional decision-making in complex enterprise environments. Formal training in root-cause analysis, crisis management, or major incident management is preferred.
Travel: 0-15%
Work Schedule: Typical work hours are between 7:00 a.m. and 5:00 p.m. Monday – Friday; However, work may be performed at any time on any day of the week to meet business needs.
KEY RESPONSIBILITIES
ITSM Process Governance
Own the lifecycle of assigned ITSM processes, including strategy, policy, standards, procedures, roles, decision rights, controls, training, measurement, review, and improvement.
Maintain authoritative process documentation, operating playbooks, templates, checklists, knowledge articles, and training materials
Define process-entry criteria, approval requirements, escalation paths, exception handling, closure requirements, and evidence standards.
Conduct recurring process-health reviews and recommend improvements based on operational data, feedback, audits, incidents, failed changes, and business needs.
Ensure process requirements align with business priorities, security and compliance obligations, continuity needs, service reliability objectives, and practical delivery-team workflows.
Change Enablement and CAB Management
Own and continually improve FTI's Change Enablement process for Normal, Standard, and Emergency changes.
Facilitate the Change Advisory Board and ensure meetings include appropriate participation, decision authority, documentation, and follow-through.
Review proposed changes for completeness, including…