Role Overview: The Process Lead defines, standardizes, evaluates, and continuously optimizes IT Service Management (ITSM) and Software Development Lifecycle (SDLC) processes across enterprise delivery organizations. Grounded in ITIL, Agile, and Lean methodologies, this role identifies operational bottlenecks, governs process compliance, and drives continual service improvement initiatives to elevate quality and operational maturity.

Key Responsibilities & Process Engineering

- Design, document, and implement end-to-end ITIL processes including Incident, Problem, Change, Release, Service Request, and Asset Management.
- Align operational workflows with industry standards and framework best practices, incorporating Lean, Six Sigma, and DevOps principles.
- Conduct comprehensive process audits, maturity assessments, and gap analyses to identify operational inefficiencies and compliance gaps.
- Define and track critical process metrics, Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and Operational Level Agreements (OLAs).
- Lead Continual Service Improvement (CSI) programs, facilitating Kaizen events, value stream mapping sessions, and process re-engineering efforts.
- Standardize process documentation, policies,



standard operating procedures (SOPs), and operational workflows within central knowledge repositories.
- Oversee Change Advisory Board (CAB) governance, evaluating change risk assessments, rollback plans, and scheduling conflicts.

ITSM Platform Optimization & Automation

- Partner with ITSM platform engineers (ServiceNow, Jira Service Management) to translate process designs into automated workflow configurations.
- Champion automated approvals, self-service request catalogs, automated ticket dispatching, and intelligent incident routing.
- Establish robust reporting dashboards to visualize process adherence, approval cycle times, and operational SLA achievement.

Organizational Enablement & Governance

- Conduct enterprise-wide process training, coaching, and onboarding sessions for engineering teams, support staff, and management leads.
- Enforce strict adherence to regulatory, security, and quality compliance frameworks (ISO 20000, ISO 27001, SOC2, CMMI).
- Interface with client leadership and internal audit teams, presenting process health reports, audit evidence, and improvement roadmaps.

📌 Systems Architect (Hyderabad)
🏢 Virtusa
📍 Hyderabad