Process Excellence Lead

Fresenius Medical Care • Waltham, MA

20h

About The Position

The Process Excellence Lead will be responsible for defining and implementing the overall strategy for application development & maintenance and Center of Excellence. This role involves establishing frameworks, standards, metrics, and best practices aligned with organizational and industry standards. The Lead will identify opportunities to centralize best practices, reduce duplication, and increase efficiency, while driving the adoption of industry best practices and continuous improvement initiatives. Key responsibilities include establishing governance frameworks, ensuring alignment with compliance and risk management, leading governance forums, and monitoring adherence to standards. The role also focuses on monitoring the quality of application support, improving SLAs and KPIs, building root cause analysis, and ensuring consistency across teams. Collaboration with Engineering, Product, Operations, and Business stakeholders is crucial, as is enabling a "shift-left" model through scalable self-service solutions.

Requirements

• 6+ years of experience in Service Assurance, IT Operations, or Service Management, with a focus operating model
• Strong understanding of SDLC, STLC, and ITIL processes
• Experience with test automation frameworks and CI/CD pipelines

Nice To Haves

• Advanced Degree desirable or an equivalent combination of education and experience

Responsibilities

• Define and implement the overall strategy for application development & maintenance and Center of excellence
• Establish frameworks, standards, metrics, and best practices aligned with organizational and industry standards (ISO, CMMI, ITIL, GxP, Agile, DevOps)
• Identify opportunities to centralize best practices, reduce duplication, and increase efficiency
• Drive adoption of industry best practices and continuous improvement initiatives
• Establish governance frameworks, decision-making structures, and escalation paths
• Ensure alignment with compliance, risk management, and corporate policies
• Lead governance forums with senior stakeholders to drive accountability and transparency
• Monitor adherence to standards and take corrective actions where needed
• Monitor quality of application support, including incident, problem, change, and release management
• Track and improve SLAs, KPIs, MTTR, defect leakage, and production stability
• Build and drive root cause analysis (RCA) and preventive actions
• Ensure consistency across teams in delivery, tools, and operational practices
• Maintain and continuously improve process documentation, playbooks, and templates
• Partner with Engineering, Product, Operations, and Business stakeholders to ensure alignment
• Develop stakeholder self-help resources including knowledge bases, portals, and toolkits
• Enable a “shift-left” model through scalable self-service solutions

Benefits

• medical, dental, and vision insurance
• a 401(k) with company match
• paid time off
• parental leave
• potential for performance-based bonuses depending on company and individual performance

What This Job Offers

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