Brief Background
With the rapid evolution of digital service delivery and the increasing emphasis on lean, scalable, and auditable operations, the role of a Process Lead/Consultant becomes critical in standardizing processes, reducing operational inefficiencies, and aligning delivery with strategic business goals.
The Process Lead will define, govern, standardize, and continuously improve enterprise-wide IT and business processes across Service Delivery, Business Support, GRC, and Continual Improvement domains.
This role requires hands-on experience designing, reengineering, and rolling out processes in ITSM tools (e.g., ServiceNow, ManageEngine, Jira Service Management), driving automation, building governance dashboards in Power BI, enforcing adherence, and improving process maturity across the organization.
What the Role Needs to Achieve-
- Establish and enforce a culture of consistent process execution across teams.
- Build and maintain auditable, documented processes for compliance and quality assurance.
- Leverage analytics and automation to identify, design, and execute continuous process improvements.
- Act as a liaison between business and technical stakeholders (Sales, Delivery, Quality, Tools, etc.) to streamline operations.
- Foster cross-functional collaboration to drive adoption of AI/digital solutions and process maturity.
ROLES AND RESPONSIBILITIES
Process Governance & Ownership
Service Delivery Processes
- Incident & Major Incident Management
- Problem Management & RCA Governance
- Change Management & Approvals
- Release & Deployment Management
- Configuration & Asset Management
- Business Continuity
- Compliance & Audit Readiness
Business Support Processes
- Project Management
- Resource Management & Capacity Planning
- Vendor & Procurement Management
- Contract & SLA Management
Governance, Risk & Compliance (GRC)
- Risk Management
- Policy & SOP Management
- Audit & Compliance Checks
- Information Security Management
- Data Privacy Management
Continual Improvement
- Process Reengineering & Optimization
- Quality Assurance & Knowledge Management
- Kaizen, RCA Reviews, and Service Reviews
- Metrics-driven process enhancements
Process Design & Rollout Ownership
- Design and implement new and reengineered processes end-to-end
- Drive organization-wide rollout, adoption, and enforcement
- Ensure consistent execution across delivery teams
- Reduce operational variance, rework, and SLA breaches
- Establish process maturity roadmap and KPI baselines
- Lead Kaizen initiatives and continuous improvement cycles
Automation & Workflow Optimization
- Design automated SLA tracking, approvals, escalations, and compliance evidence collection
- Optimize cross-functional process workflows for efficiency
Analytics & Governance Reporting
- Develop interactive dashboards and governance reports using Power BI
- Build SLA/KPI dashboards for Service Delivery and GRC
- Perform trend analysis on incidents, breaches, capacity, and compliance data
- Provide data-backed recommendations to leadership
- Translate high-level business questions into actionable insights
Regulatory & Industry Knowledge
- Understanding of MeitY Guidelines, RBI IT & Outsourcing Guidelines, and Government IT/Cloud compliance frameworks
- Experience in regulated industries preferred (BFSI, Government, Cloud Services)
Experience & Qualifications
- 10+ years in IT Process Governance, Service Governance, or GRC
- Prior experience as Process Lead / Process Manager / Governance Lead
- Hands-on experience in ITSM workflow implementation, automation, and process rollout
- Strong Power BI and Power Automate skills
- Exposure to ITIL v4 / ISO 27001 / ISMS
- Strong cross-functional leadership and execution capability
Candidates must demonstrate real, hands-on experience, not just theoretical knowledge or framework familiarity:
- Process Implementation Examples
- At least 23 processes personally designed and rolled out (e.g., Incident Management, Change Management, Customer Onboarding).
- Must be able to describe their role in end-to-end implementation, including workflow configuration and adoption.
- ITSM Tool Expertise
- Hands-on configuration in ServiceNow, ManageEngine, Jira Service Management, or equivalent.
- Examples of SLA policies, escalation matrices, approvals, notifications, or CMDB alignment they implemented.
- Automation & Workflow Ownership
- Direct experience designing automated workflows using ITSM tools or Power Automate.
- Must describe specific automation they built to reduce manual effort or improve compliance.
- BI & Governance Dashboards
- Demonstrable Power BI dashboards for SLA/KPI tracking, service delivery metrics, or GRC reporting.
- Ability to explain metrics, logic, and insights behind dashboards they developed.
- Results & Impact
- Examples of measurable impact how process has: reduced SLA breaches, improved MTTR, variance reduction, or efficiency gains.
- Evidence that process rollout improved team compliance, predictability, or operational performance.
- Cross-Functional Execution
- Worked across Sales, Delivery, Quality, and technical teams to drive process adoption.
- Ability to handle resistance, enforce adherence, and govern handoffs.
ESSENTIAL KNOWLEDGE AND SKILLS REQUIRED
- Strong analytical, communication, and project management skills.
- Deep understanding of process design, governance, and automation frameworks.
- Proficient in tools like Power BI, JIRA, Confluence, Salesforce, MS Office Suite, and Visio.
- Ability to manage multiple initiatives simultaneously and lead change management.
- Stakeholder engagement and vendor management skills.
- Knowledge of Lean, Six Sigma, Agile, and ITIL practices.
EDUCATIONAL QUALIFICATIONS
- Graduate (Any Stream) Preferably in IT/Engineering
Certifications preferred:
- Lean Six Sigma Green Belt
- PRINCE2 Foundation / Practitioner
- PMP or equivalent project management certification.
EXPERIENCE
- 6 to 12 years of experience in Process Improvement, Project Management Office (PMO), or Operational Excellence roles.
- Proven track record in leading cross-functional projects, automation initiatives, and governance frameworks.
- Hands-on experience with reporting, RCA facilitation, SOP creation, compliance documentation, and digital tools implementation.
