BT Service Management Process Manager

About the Role

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. 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.

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.
  • 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.
  • Govern the Standard Change catalog and Emergency Change requirements, including retrospective review and post-implementation validation.
  • Coordinate Post-Implementation Reviews for failed, backed-out, unauthorized, or service-impacting changes.
• Incident and Major Incident Management:
  • Own and continually improve the Incident and Major Incident Management processes, including definitions, categorization, priority, escalation, communication, closure, and documentation standards.
  • Serve as Incident Manager and help maintain an effective incident-management readiness model.
  • Activate and coordinate the Major Incident operating structure, including the technical bridge, communication channels, role assignments, operating cadence, and stakeholder engagement.
  • Ensure communications clearly distinguish confirmed facts, business impact, workarounds, decisions, and unconfirmed information.
• Problem Management and Post-Incident Improvement:
  • Establish and own the Problem Management process, including identification, prioritization, investigation, known-error management, corrective-action tracking, and closure.
  • Facilitate blameless After Action Reviews, Post-Incident Reviews, and structured root-cause analysis.
  • Review open problems and corrective actions, escalating overdue, blocked, or unowned work.
• ServiceNow Process Partnership:
  • Serve as the primary process liaison to the ServiceNow platform team.
  • Translate approved policy and process requirements into clear business requirements, acceptance criteria, priorities, and backlog items.
  • Define required record fields, states, approvals, notifications, controls, exception handling, dashboards, reports, and evidence-retention requirements.
• Metrics, Reporting, and Data Quality:
  • Establish measures for process effectiveness, efficiency, quality, compliance, service impact, and customer experience.
  • Analyze process trends, exceptions, record aging, emergency work, failed changes, repeat incidents, backlogs, and documentation quality.
  • Present concise process-health updates, service risks, decisions, and improvement recommendations to leadership.
• Training, Adoption, and Continuous Improvement:
  • Develop and deliver role-based training for technical teams, approvers, leaders, Service Desk personnel, partners, vendors, and other stakeholders.
  • Plan and facilitate tabletop exercises and process simulations for major incidents and other high-risk scenarios.
  • Encourage a blameless, evidence-based improvement culture focused on restoration, prevention, learning, and accountability.
• Stakeholder and Partner Collaboration:
  • Coordinate with vendors and service partners to define responsibilities, escalation paths, communications, documentation, and process obligations.
  • Communicate technology service risks in clear business terms and convert leadership decisions into actionable process direction.

Qualifications

• 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.
• Certifications: 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.
• Training: Formal training in root-cause analysis, crisis management, or major incident management is preferred.

Skills

• Expertise in ITSM/ITIL processes
• Major incident and change management
• Technology governance and root-cause analysis
• ServiceNow or comparable platform experience
• Process documentation and reporting
• Cross-functional decision-making in complex environments

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.

Travel: 0-15%