Process Manager

Peraton•Fort Huachuca, AZ

About The Position

The Process Manager oversees, maintains, and improves IT Service Management (ITSM) processes within the Global Communications Center (GCC). The role ensures service management processes are documented, consistently followed, measured, and optimized in alignment with organizational goals and ITIL best practices. It serves as a central coordination point for process governance, execution quality, compliance, and continuous improvement across the enterprise.

Requirements

Active DoD Secret clearance.
Minimum 10 years of experience.
Experience in IT Service Management or enterprise IT operations within a DoD or government environment.
Strong understanding of ITIL v4 principles, process design, and service management frameworks.
Demonstrated ability to coordinate cross-functional teams and drive process alignment.
Excellent communication, documentation, and organizational skills.
Ability to analyze process data and present actionable insights.

Nice To Haves

ITIL v4 Foundation or higher certification.
Experience with GCC service delivery processes or Army enterprise networks.
Familiarity with service management platforms such as ServiceNow or Remedy.
Background in process engineering, quality management, or governance.

Responsibilities

Own one or more ITSM processes and ensure their design, documentation, implementation, and governance.
Coordinate and lead process improvement initiatives across Incident, Problem, Change, Request, Knowledge, and other key ITIL processes.
Develop and maintain process documentation, workflows, standard operating procedures, and governance artifacts.
Monitor process performance through KPIs, dashboards, and data analysis; identify opportunities for optimization or risk mitigation.
Promote consistent process adherence across GCC teams and stakeholders and perform process audits as necessary.
Facilitate process-related working groups, governance boards, and training sessions.
Collaborate with Service Owners, engineering teams, operations centers, and leadership to support process adherence and service excellence.
Identify and recommend improvements to enhance process efficiency, reduce operational waste, and increase service reliability.
Support integration of GCC processes with Army enterprise service frameworks and DoD policies.
Enable continuous improvement using lessons learned, trend analysis, and best practices.

Benefits

Medical, dental, and vision benefits.
Life insurance.
Health savings account.
Short- and long-term disability.
Employee Assistance Program (EAP).
Parental leave.
401(k).
Paid time off (PTO) for vacation.
Company-paid holidays.
Employees may be eligible for overtime, shift differential, and a discretionary bonus, depending on the position.