Process Lead (CM / IM / PM / RM)

About the Role

The Process Lead is responsible for end-to-end governance, execution, and continuous improvement of core ITSM processes for the DePuy program. This role ensures operational stability, regulatory compliance, and alignment with Johnson & Johnson ITSM standards during transition and steady-state operations.

Responsibilities

Incident Management (IM)

• Own and govern Incident & Major Incident Management (MIM) processes.
• Lead P1/P2 incident bridges, ensure timely resolution and communication.
• Track MTTR, SLA adherence, escalation handling, and service restoration.
• Drive post-incident reviews and improvements.

Problem Management (PM)

• Identify recurring incidents and initiate Problem Records.
• Lead Root Cause Analysis (RCA) and corrective/preventive actions.
• Track problem backlog and ensure permanent fixes are implemented.

Change Management (CM)

• Govern Change Advisory Board (CAB) operations.
• Review, approve, schedule, and assess risk for changes.
• Ensure compliance to J&J change policies and audit requirements.
• Track change success rate and minimize change-related incidents.

Release Management (RM)

• Coordinate release planning across applications, infrastructure, and tools.
• Ensure proper impact assessment, scheduling, and rollback readiness.
• Align releases with freeze windows and business priorities.

Process Governance & Reporting

• Own ITSM SOPs, workflows, RACI, and knowledge articles.
• Prepare weekly/monthly dashboards (Incidents, Problems, Changes, SLA, CSAT).
• Ensure alignment with ServiceNow configuration and reporting.
• Support internal/external audits and compliance reviews.

Stakeholder & Transition Responsibilities

• Act as single point of contact for ITSM process matters.
• Work with customer stakeholders, service towers, vendors, and tool teams.
• Support transition, KT, and stabilization activities for DePuy.
• Coach and mentor L2/L3 process managers and coordinators.

Requirements

• Strong hands-on experience in ITIL / ITSM Process Management.
• Deep expertise in Incident, Problem, Change & Release Management.
• Experience working in regulated / healthcare environments preferred.
• Hands-on experience with ServiceNow ITSM.
• Strong communication, governance, and stakeholder management skills.

Skills

• In-depth expertise in ITSM platforms, including BMC Remedy, CA Service Desk, and Avanti.
• Excellent skills in configuring, customizing, and optimizing ServiceNow modules for enterprise environments.
• Excellent analytical and problem-solving abilities in large-scale IT operations.
• Advanced proficiency in ITIL processes and their application within ITSM toolsets.
• Strong leadership and mentoring capabilities for technical support teams.
• Excellent communication skills for stakeholder engagement and process documentation.

Qualifications

Preferred certifications:

• ITIL v3 / v4
• ServiceNow ITSM certifications