Senior Operational Excellence

Job Description

Senior Operational Excellence Specialist (IT)

Role Overview

The Senior Operational Excellence Specialist (IT) is responsible for driving continuous improvement across IT operations, processes, and services.

The role focuses on process excellence, efficiency, transparency, and standardization within an IT environment while supporting and contributing to cross‑functional and transformational projects.

The position requires a senior‑level mindset, strong process understanding in IT, and the ability to collaborate across multiple teams and initiatives simultaneously.

Key Responsibilities

• Drive continuous improvement initiatives within IT operations and service management processes
• Analyze, design, and optimize end‑to‑end IT processes (e.g., Incident, Change, Problem, Request, and Service Management)
• Identify inefficiencies and define sustainable, scalable process improvements
• Support and contribute to multiple parallel projects, including operational, transformation, and strategic initiatives
• Work closely with IT operations, architecture, security, and business stakeholders
• Establish and maintain process KPIs, dashboards, and performance indicators
• Ensure alignment with IT governance, compliance, and best practices (e.g., ITIL, Lean, Six Sigma)
• Act as a senior sparring partner for management and operational teams
• Support change adoption and continuous improvement culture across IT

Core Skills (Must‑Have)

Operational Excellence & Process Expertise

• Strong end‑to‑end process understanding in an IT environment
• Hands‑on experience in process analysis, modeling, and optimization
• Solid knowledge of IT Service Management frameworks (e.g., ITIL, Six Sigma, others)
• Experience with Lean, Continuous Improvement, or Six Sigma principles

Seniority & Professional Experience

• Several years of experience in Operational Excellence, IT Process Management, or IT Operations
• Proven ability to work independently and take ownership at senior level
• Strong analytical and structured way of working

Project & Stakeholder Management

• Ability to lead or contribute to multiple projects simultaneously
• Strong stakeholder management across IT and business functions
• Capability to translate business needs into actionable process improvements

Data & KPI Orientation

• Experience in defining and interpreting process KPIs
• Ability to use data to drive decisions and improvements

Side Skills (Nice‑to‑Have)

Technical & Tooling Knowledge

• Experience with ITSM tools (e.g., ServiceNow, Jira Service Management, Remedy)
• Basic understanding of cloud and hybrid IT environments
• Familiarity with automation, workflow tools, or scripting concepts

Change & Transformation

• Experience supporting IT transformations or organizational change initiatives
• Understanding of change management and adoption principles
• Experience working in agile or hybrid delivery environments

Communication & Collaboration

• Strong communication skills in an international environment
• Ability to explain complex processes in a clear and practical way
• Moderation and workshop facilitation experience

Additional Qualifications

• Certifications such as ITIL, Lean, Six Sigma, or PMP
• Experience in large, complex enterprise IT environments

Personal Attributes

• Proactive and solution‑oriented mindset
• Strong sense of ownership and accountability
• High adaptability and willingness to work across different topics and teams
• Continuous improvement and learning mindset

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