Business Process Improvement Manager

Acuity Inc. • Conyers, GA

1d

About The Position

This role ensures sustained adoption, governance, and continuous improvement of IT Service Management (ITSM) processes, combining strategic process ownership with operational process management in alignment with Acuity’s ITSM Target Operating Model and ITIL best practices. The position is accountable for the end-to-end performance of assigned processes, such as Incident, Problem, Change, and CMDB. The role is approximately 75% hands-on process management and 25% process ownership, and serves as the primary point of accountability for process outcomes.

The role works with leadership to set process vision, objectives, and success measures; oversees day-to-day execution and performance; and drives improvements using operational data and business needs. It partners with ITSM product leadership, ServiceNow Product Owners, platform teams, and technical, business, and leadership stakeholders to support process design, governance, adoption, compliance, training, and continuous improvement.

Requirements

• At least 5 years of experience in IT Service Management, IT Operations, or ServiceNow-enabled environments.
• Experience working in a transformation, stabilization, or process maturity environment.
• Demonstrated ability to drive process adoption, behavioral change, and operational discipline.
• Experience partnering with technical, business, and leadership stakeholders.

Nice To Haves

• Hands-on experience managing ITSM processes such as Incident, Problem, Change, or Configuration Management.
• Strong working knowledge of ITIL principles and practices.
• ITIL v4 certification, or willingness to obtain it within the first 12 months of employment.
• ServiceNow experience, especially process design, reporting, and workflow alignment, or experience with similar systems such as Cherwell, Salesforce, or Jira.

Responsibilities

• Define the vision, objectives, and success measures for assigned ITSM processes with leadership, aligned with Acuity’s service management strategy.
• Be accountable for end-to-end process effectiveness, efficiency, and compliance.
• Sponsor and work with ITSM product leadership to prioritize continual service improvement initiatives using data, trends, and business needs.
• Resolve cross-functional issues and decision points concerning process design, scope, and ownership.
• Represent assigned processes in ITSM governance forums and leadership discussions.
• Ensure processes align with ITIL best practices, audit expectations, and enterprise policies.
• Communicate process performance, risks, and improvement plans to senior leadership.
• Manage day-to-day execution of ITSM processes to maintain operational stability, consistent adherence, and measurable performance.
• Serve as the primary operational contact for process questions, issues, and escalations.
• Define, maintain, and document standard operating procedures, work instructions, and process flows.
• Monitor process KPIs, SLAs, and operational metrics; analyze trends and identify improvement opportunities.
• Partner with ServiceNow Product Owners and platform teams to ensure tool configuration supports process needs.
• Lead process training, enablement, and adoption for IT and business stakeholders.
• Coordinate and execute process improvements, defect remediation, and enhancement requests.
• Support audits, risk assessments, and compliance activities related to ITSM processes.
• Ensure the quality and integrity of process-related records, including incidents, changes, and CMDB items, using coaching, correction, and enhancements to improve data.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed