IHT Senior Process Manager

Senior IHT Process Manager

The Senior IHT Process Manager is responsible for the strategic leadership and enterprise oversight for the development, execution, and maturity of multiple Enterprise Service Management (ESM), IT Service Management (ITSM) processes based on the Information Technology Infrastructure Library (ITIL) framework, and other IT industry processes. This role is accountable for setting the vision, roadmap, and governance for process excellence across the organization. This role leads cross-functional initiatives, drives transformation and automation, and ensures alignment with business objectives, compliance standards, and technology capabilities.

Responsibilities include :

• Strategy, ownership, and management of one or more Enterprise ITSM, ITIL, or IT industry processes, overseeing their full lifecycle and functionality.
• Establishing enterprise-wide ITIL, Enterprise Service Management, or other IT process frameworks, best practices, and strategic roadmaps.
• Overseeing the integration and alignment of multiple processes across business units and service providers.
• Leading adoption through creating enterprise policies, standards, and procedures across the organization.
• Establishing training and learning objectives and providing guidance and communication to process users and stakeholders.
• Defining process documentation including functionality, workflows, use cases, and procedures.
• Defining enterprise-level Key Performance Indicators (KPIs), compliance metrics, and performance targets.
• Leading cross-functional governance committees and driving executive stakeholder engagement across business units.
• Leading large-scale continuous improvement transformation initiatives to optimize and mature process service delivery, quality, and efficiency.
• Providing strategic oversight of process-related risks, escalations, and organizational impact.
• Partnering with ESM platform leadership to drive automation, innovation, and digital transformation ensuring compliance with technology capabilities.
• Providing leadership, coaching, and mentoring to staff as a team leader or a supervising manager of direct reports.

Minimum Qualifications :

Whats in it for you :

At St. Lukes, caring for people in the communities we serve is our mission and this includes our own SLHS team. We offer a robust benefits package to support our teams both professionally and personally. In addition to a competitive salary and retirement plans, we ensure our team feels supported in their benefits beyond the typical medical, dental, and vision offerings. We care about you and have fantastic financial and physical wellness options, such as : on-site massages, on-site counseling via our Employee Assistance Program, access to the Personify Health Wellness tool, as well as other formal training and career development offerings to ensure you are meeting your career goals. St. Lukes is an equal opportunity employer and does not discriminate against any person on the basis of race, religion, color, gender, gender identity, sexual orientation, age, national origin, disability, veteran status, or any other status or condition protected by law.