Our business is committed to providing and supporting excellent Client Experience with effective and efficient service management processes and practices. Our focus is to ensure that our ITSM processes are fully integrated and aligned across our teams and enabled in creating value with our stakeholders.

With this, we are looking for an exceptional Service Process Designer/Trainer to help us deliver success for our ITSM process design and improvement initiatives.

The Role

• Collect and organize key data and insights from process owners and other relevant sources to identify areas for ITSM process improvement.
• Lead process design and modeling efforts, including the creation of process flows, standard operating procedures (SOPs), work instructions, and related documentation.
• Support the creation and execution of test cases to ensure the effectiveness and functionality of new or updated processes before implementation.
• Analyze and report on process performance metrics, providing insights that support data-driven decision-making.
• Partner with stakeholders and leadership teams to ensure KPIs and process indicators accurately reflect service quality and performance.
• Conduct quality reviews and internal audits to ensure alignment and compliance with defined standards and procedures.
• Monitor process maturity levels and report on progress within ongoing improvement and transformation initiatives.
• Develop training materials and rollout plans, and facilitate ITSM training sessions and awareness campaigns to ensure smooth adoption and knowledge transfer across teams.

The Requirements

• Minimum of 5 years’ experience in Quality, Process Improvement, Operational Excellence, or Training, ideally within a shared services or global environment.
• Advanced proficiency in Microsoft Office tools, especially Visio, Excel, PowerPoint, Word, and Power BI.
• Strong verbal and written communication skills, with the ability to effectively convey ideas across technical and non-technical audiences.
• Keen attention to detail, excellent organizational skills, and the ability to manage documentation at a high standard.
• Proven ability to collaborate across cross-functional teams and drive outcomes in a matrixed or virtual setup.
• Quick adaptability to new tools, systems, and organizational cultures.
• Bachelor’s degree required; relevant field preferred.
• ITIL Certification (Foundation or higher) is strongly preferred.