IT Process Improvement Manager

RaceTrac • Atlanta, GA

1d • Hybrid

About The Position

The IT Process Improvement Manager is a senior individual contributor responsible for driving continuous improvement across IT processes, with a primary focus on modernizing and optimizing IT service management and ticketing workflows. This role operates as a program manager, overseeing a portfolio of process improvement initiatives, facilitating cross‑team collaboration, and providing executive‑level reporting and insights. The role is 75% focused on IT process improvement and modernization and 25% focused on portfolio and roadmap management for a team of seven process and delivery resources. Success in this role requires strong facilitation skills, the ability to influence and negotiate across all levels of the organization, and the capability to translate complex process gaps into actionable initiatives.

Requirements

• Bachelor’s degree in Information Technology, Business Administration, Engineering, or a related field (or equivalent practical experience)
• 5+ years of experience in IT operations, process management, continuous improvement, or program management roles
• Proven experience leading cross‑functional process improvement initiatives in complex IT environments
• Strong understanding of IT service management and operational best practices (e.g., ITIL)
• Experience producing executive‑level dashboards, metrics, and reporting
• Bachelor’s degree in Information Technology, Business Administration, Engineering, or a related field (or equivalent experience)
• 5+ years of experience in IT operations, process management, or continuous improvement roles
• Proven experience leading cross‑functional process improvement initiatives
• Strong understanding of IT service management and operational best practices

Nice To Haves

• Experience modernizing or optimizing IT ticketing and service management platforms
• Certification or formal training in ITIL, Lean, Six Sigma, Agile, or related methodologies
• Demonstrated success influencing outcomes in matrixed or highly collaborative environments
• Certifications such as ITIL, Lean Six Sigma (Green Belt or higher), COBIT, PMP, or Agile-related credentials
• Experience in large or complex IT environments
• Familiarity with process automation, workflow tools, or service management platforms (e.g., ServiceNow)

Responsibilities

• Lead initiatives to assess, design, optimize, and standardize IT processes across service delivery, operations, and governance, with a strong emphasis on IT ticketing and service management workflows
• Analyze current‑state processes to identify gaps, inefficiencies, and pain points; facilitate whiteboarding sessions and working groups to define future‑state solutions
• Apply continuous improvement methodologies (e.g., ITIL, Lean, Six Sigma, Agile) to improve efficiency, reduce waste, minimize risk, and enhance service quality
• Facilitate process mapping, root cause analysis, and impact assessments to prioritize improvement opportunities
• Partner with IT and business stakeholders to translate process improvements into clearly scoped initiatives for delivery teams
• Develop and maintain process documentation, standards, and operating procedures
• Drive adoption of improved processes through stakeholder engagement, training, and change management
• Manage and report on a portfolio of IT process improvement initiatives, maintaining a clear roadmap and prioritization aligned to business and IT objectives
• Coordinate work across multiple teams and stakeholders, ensuring dependencies, risks, and milestones are actively managed
• Lead recurring forums and meetings focused on process improvement prioritization, progress, and outcomes
• Create and deliver executive level dashboards and reporting, providing visibility into performance, trends, risks, and value realization
• Support leadership with data driven insights for staff meetings and executive discussions
• Act as a trusted advisor to IT leadership, service owners, and business partners
• Influence and negotiate across technical and nontechnical stakeholders without direct authority
• Communicate complex process concepts clearly and effectively to audiences at all levels, including senior and executive leadership
• Establish process governance, metrics, and controls to ensure consistency and continuous improvement
• Monitor KPIs and performance metrics; report progress, risks, and results to leadership
• Partner with technology, security, compliance, and business teams to align IT processes with enterprise needs
• Support audits, regulatory requirements, and risk management efforts related to IT operations
• Coach and mentor teams on process maturity and continuous improvement practices

Benefits

• RaceTrac Company Overview
• RaceTrac, Inc. (RTI) will surprise you! We are more than just a convenience store business. RTI is made up of five operating divisions: RaceTrac, RaceWay, Gulf, Inc, and Energy Dispatch. While there are many different teams that keep our business running each day, we can guarantee you a few things if you join one of our teams - we never stop learning and we are constantly innovating, improving, and trying new things. There is never a dull day. Apply today to join in on the fun!

What This Job Offers

• Job Type: Full-time
• Career Level: Senior