Process Manager (ITIL & Release Governance)

• 3-5 years of experience in IT Process Management, Change Management, Release Management, or a closely related operational role (This is a mid-to-senior level role; independent execution is expected).
• Proven track record of working within complex, multi-environment IT landscapes.
• Strong ITIL knowledge is mandatory. Having an ITIL 3 or 4 Foundation or Specialist Certificate is highly preferred and a major advantage.
• Deep understanding of the Release & Deployment Management process (CI/CD concepts, rollback strategies, environment management).
• Clear understanding of the QA Lifecycle. You don't need to write test cases, but you must know what a successful testing phase looks like and how to audit it.
• Proficient with ITSM and workflow tools (e.g., Jira, Confluence, ServiceNow).
• Strictly Process-Oriented: You naturally look at problems through the lens of workflows, documentation, and repeatable structures.
• Assertive Communication: Ability to say "No" to a deployment if the process gatekeeping criteria (QA sign-off, documentation) are not met.
• High diplomacy skills to successfully collaborate with developers, QA engineers, customers and business stakeholders.

We are seeking a highly structured, Process Manager to oversee, govern, and continuously improve our operational workflows. In this role, you will bridge the gap between development, quality assurance, and operations as the guardian of the process.

The ideal candidate is deeply process-oriented, possesses strong ITIL framework knowledge, and understands how a piece of code safely moves from a QA testing environment into a live production deployment. This role is a perfect stepping stone for a senior specialist looking to eventually transition into a Service Delivery Manager (SDM) career path.

1. Process Ownership & ITIL Governance

• Own, manage, and continuously optimize core ITIL processes, ensuring alignment with business goals.
• Monitor process compliance across cross-functional teams and identify bottlenecks or areas for automation and improvement.
• Define, track, and report on process KPIs and SLA metrics to senior leadership and SDMs.

2. Release & Deployment Management

• Govern the Release and Deployment lifecycle, ensuring all changes are deployed with minimal risk and zero disruption to live services.
• Coordinate with engineering and infrastructure teams to plan, schedule, and control the movement of releases across different environments.
• Lead Release Readiness reviews and Post-Implementation Reviews (PIR) to ensure continuous learning.

3. QA Testing Phase Alignment

• Act as the process gatekeeper between QA and Operations; you must understand the core mechanics of the QA testing phase (e.g., Regression, UAT, Sanity checks) to validate that entrance/exit criteria are strictly met before deployment.
• Ensure test results, bug logs, and sign-offs are properly documented and compliant with operational standards.