Process Manager (ITOPS & Knowledge Management)

Generix Group is a leading SaaS vendor specializing in Collaborative Supply Chain solutions that enable the seamless exchange of goods and data across the globe between suppliers and customers, all while responsibly managing their flows. Its platform of innovative digital services optimizes the management of physical flows, by coordinating the entire supply process, from production to delivery, thanks to its WMS, TMS, RMS and VMI solutions; as well as logical and financial flows, by integrating the systems of all players in the chain, from order to payment, with its e-invoicing, e-reporting, EDI, P2P and O2C solutions.

Generix Group creates a distinctive ecosystem designed to cater to its customers, ensuring top-notch performance and sustainability, connecting all global players in retail, industry and services, and fostering the transition toward greater digitalization and energy efficiency. With nearly 850 dedicated employees, Generix Group provides day-to-day support to over 4,500 companies across more than 60 countries, processes over 500 million invoices, handle more than 40 million order lines each month, and manage 8 million EDI messages daily. Our clientele includes Danone, FM Logistic, Fnac-Darty, Essilor, and Ferrero.

Lead the continuous improvement of IT OPS processes, ensure operational quality and standardization, and implement an effective and structured onboarding for new team members.
This role owns Process Management and the Knowledge Base, driving ITIL process redesign and promoting best practices across all support teams.

Main Responsibilities

1. Process Management & Knowledge Base Ownership

• Act as the main point of contact for the ITOPS onboarding process.
• Create, maintain, and govern the Knowledge Base (structure, templates, accessibility, version control).
• Ensure process documentation is up to date, clear, and aligned with standards (RACI, SLAs, KPIs).

2. ITIL Process Redesign

• Review, redefine, and optimize ITIL processes (Incident, Problem, Change, Request, etc.).
• Ensure process integration with ITSM tools (ServiceNow, Jira, Confluence,...).
• Guarantee consistency, clarity, and operational adherence across all teams.

3. Continuous Improvement & Process Quality

• Identify improvement opportunities through workflow analysis, performance indicators, and team feedback.
• Design, implement, and monitor improvement plans (pilots, rollout, impact measurement).
• Establish quality controls, audits, and regular process review cycles.

4. Performance Management

• Define and track weekly and monthly KPIs to measure process efficiency.
• Convert data insights into actionable and practical recommendations.
• Build guides, playbooks, training material, and feedback systems to support adoption.

5. Standardization & Governance

• Develop and maintain governance models for processes (ownership, maintenance cycle, SLA definitions).
• Promote standardization and harmonization of procedures across teams.
• Maintain a solid, well-structured process catalog.

6. Digital Transformation & Automation

• Identify technological levers to automate and digitalize repetitive tasks.
• Work with technical teams to validate, test, and maintain automations.
• Promote adoption of digital tools that enhance efficiency and reliability.

7. Collaboration & Support to Operational Teams

• Work closely with support teams (FO/BO/Others) to promote best practices and ensure alignment.
• Facilitate workshops, training sessions, and process alignment meetings.
• Support managers and teamleads in understanding and applying process standards.

Expected Deliverables

• Standardized onboarding program delivered to all new joiners (checklist + learning path).
• Fully structured Knowledge Base with templates and documentation for all critical processes.
• First cycle of ITIL process redesign completed and published (process maps, governance, RACI).
• Improvement roadmap with measurable impact (e.g., reduced MTTR, fewer reopenings).
• Weekly and monthly KPI dashboards shared with operational leaders.

Main Qualifications 

• Proven experience in Process Management (preferably within ITOPS / Managed Services).
• Strong knowledge of ITIL (v3/v4) and experience redesigning processes.
• Experience with continuous improvement methodologies (Lean, Six Sigma, Kaizen preferred).
• Proficiency with ITSM and documentation tools (ServiceNow, Confluence, Jira or similar).
• Strong analytical skills and experience with KPIs, dashboards, and operational data.
• Excellent communication skills and ability to train, influence, and align stakeholders.
• Proactive mindset, structured, detail-oriented, and focused on results.

Key Soft Skills

• Collaborative leadership and ability to enable change.
• Strong organization, prioritization, and follow-through.
• Clear and pragmatic communication.
• High sense of ownership and accountability.

- Excellent work conditions and environment (Centro Empresarial Lionesa).

Generix is committed to build an inclusive environment, in which diversity and equity are truly part of our culture, so all our positions are open to people with disabilities.

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For more information, please check our website: www.generixgroup.com/pt