The Process Owner is responsible for the design, governance, and continual improvement of key IT service processes within Digital Services and Operations. This role ensures that processes are consistently followed, optimized for efficiency, and aligned with business objectives. The Process Owner works closely with service teams, stakeholders, and end users to drive accountability, ensure quality outcomes, and deliver a seamless digital experience.
Responsibilities- Own end‑to‑end responsibility for assigned IT service processes, including Service Desk, Networking, Servers, Voice, Deskside Support, L2 Infrastructure, NOC, Request Management, and Knowledge Management.
- Maintain process documentation, workflows, and RACI models to ensure clarity of ownership and accountability.
- Define and track process KPIs, SLAs, and reporting cadence to measure effectiveness and performance.
- Analyze trends and performance data to identify inefficiencies or improvement opportunities.
- Lead initiatives that drive automation, standardization, and simplification of IT service processes.
- Partner with cross‑functional and global IT teams to align process execution with corporate standards and objectives.
- Collaborate with business units to understand evolving needs and adjust processes accordingly.
- Serve as the primary contact for process‑related escalations, inquiries, and continuous improvement discussions.
- Ensure compliance with ITIL principles and internal governance frameworks.
- Conduct periodic audits and health checks to validate process adherence and quality.
- Proactively identify and mitigate process risks, maintaining consistency and operational excellence across service areas.
- Strong understanding of ITIL and IT service management best practices.
- 3-5 years of experience with ITSM platforms, specifically Freshservice.
- Proven track record of process ownership, governance, or service delivery.
- Excellent communication, facilitation, and documentation skills.
- Analytical mindset with ability to interpret data and drive decisions.
- Experience in stakeholder engagement across technical and business functions.
- Lean Six Sigma or process improvement certifications.
- Familiarity with global IT operations (service desk, deskside, infrastructure, NOC).
- Prior experience in a global enterprise environment.
- Ability to influence without direct authority.
Top Skills
What We Do
Flowserve is one of the world's largest manufacturers of pumps, valves and seals with over 19,000 employees in over 60 countries. Built on more than 50 world-renowned heritage brands, the equity and customer loyalty we have earned over the past 220 years is the foundation of our leadership position across the globe.
