Operations Excellence Lead

About the role

The GP IT Infrastructure & Site Reliability organization is a large, diverse group of IT capabilities focused on improving IT operations and reliability at scale, from manufacturing sites to the cloud. This role reports directly to the Vice President, IT Infrastructure & Site Reliability so it can remain neutral to any single delivery team and serve the broader capability.

Responsibilities

• Lead cross-functional operations excellence initiatives that improve reliability, reduce complexity, and create measurable business value across Infrastructure & Site Reliability
• Shape and advance service ownership and operating model practices, including governance, roles and responsibilities, RACIs, and build-to-run handoffs
• Partner with site leaders, customers, and IT capability groups to understand cost, reliability, and process pain points and translate them into practical improvements
• Map end-to-end value streams, identify bottlenecks and recurring operational friction, and guide teams toward standard work, continuous improvement, and stronger flow
• Improve and simplify support processes, tooling, and systems of work, including ServiceNow, observability, reliability, and service portfolio practices
• Establish KPIs and reporting mechanisms to evaluate transformation impact, monitor progress, and adjust using data-driven methods such as Plan-Do-Check-Adjust
• Facilitate working sessions, leadership reviews, and communities of practice that build alignment, shared ownership, and consistent adoption across teams

Requirements

• Experience in IT operations, infrastructure, site reliability, service management, process transformation, or continuous improvement
• Experience working with manufacturing processes and operational technology environments
• Experience assessing support processes, identifying improvement opportunities, and using tools or data to drive measurable operational outcomes
• Experience influencing, coordinating, or leading cross-functional work across teams without direct authority
• Experience facilitating discussions, presenting information to leaders, and building alignment across diverse stakeholders

Qualifications

• Experience leading operating model, service ownership, or build-to-run transformation efforts
• Experience in IT service management and operating models, including ITIL, service ownership, ServiceNow, observability, monitoring, or cloud operations
• Leverage Lean, Agile, DevOps, Kanban, flow metrics, Theory of Constraints, or Lean Six Sigma experience or certification
• Experience applying automation or AI to improve operational excellence, reliability, standardization, or service outcomes
• Experience partnering with architecture, operations, cyber security, service portfolio, or manufacturing site teams to align standards and roadmaps

Skills

• Strong communication and collaboration skills
• Ability to influence and lead cross-functional teams
• Proficiency in ITIL, ServiceNow, and other relevant tools and methodologies
• Experience with process mapping and value stream analysis
• Knowledge of reliability engineering and service management principles

Benefits

Our benefits plan includes medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance.

Pay

Compensation is competitive and commensurate with experience. Details are subject to change and will be communicated to candidates during the selection process.

Schedule

This role is based in Atlanta, GA and is hybrid, typically working 3 days in the office per week.