Process Owner - Digital Services & Operations

Flowserve Corp.•Irving, TX

42d

About The Position

The Process Owner is responsible for the design, governance, and continual improvement of key IT service processes within Digital Services and Operations. This role ensures that processes are consistently followed, optimized for efficiency, and aligned with business objectives. The Process Owner works closely with service teams, stakeholders, and end users to drive accountability, ensure quality outcomes, and deliver a seamless digital experience. Flowserve is a world-leading manufacturer and aftermarket service provider of comprehensive flow control systems. Join a company whose people are committed to building a more sustainable future to make the world better for everyone. With 16,000+ employees in 50+ countries, we combine our global reach with local presence. Our team challenges themselves to approach each situation with ingenuity and creativity to help provide our customers with the most innovative flow control products and services. We support 10,000+ customers worldwide, creating products to meet the needs of our customers who are supplying energy, fresh water, pharmaceuticals and other essentials to consumers, businesses and governments globally. We invite you to put your talents and career in motion at Flowserve.

Requirements

Strong understanding of ITIL and IT service management best practices.
3-5 years of experience with ITSM platforms, specifically Freshservice.
Proven track record of process ownership, governance, or service delivery.
Excellent communication, facilitation, and documentation skills.
Analytical mindset with ability to interpret data and drive decisions.
Experience in stakeholder engagement across technical and business functions.

Nice To Haves

Lean Six Sigma or process improvement certifications.
Familiarity with global IT operations (service desk, deskside, infrastructure, NOC).
Prior experience in a global enterprise environment.
Ability to influence without direct authority.

Responsibilities

Own endâtoâend responsibility for assigned IT service processes, including Service Desk, Networking, Servers, Voice, Deskside Support, L2 Infrastructure, NOC, Request Management, and Knowledge Management.
Maintain process documentation, workflows, and RACI models to ensure clarity of ownership and accountability.
Define and track process KPIs, SLAs, and reporting cadence to measure effectiveness and performance.
Analyze trends and performance data to identify inefficiencies or improvement opportunities.
Lead initiatives that drive automation, standardization, and simplification of IT service processes.
Partner with crossâfunctional and global IT teams to align process execution with corporate standards and objectives.
Collaborate with business units to understand evolving needs and adjust processes accordingly.
Serve as the primary contact for processârelated escalations, inquiries, and continuous improvement discussions.
Ensure compliance with ITIL principles and internal governance frameworks.
Conduct periodic audits and health checks to validate process adherence and quality.
Proactively identify and mitigate process risks, maintaining consistency and operational excellence across service areas.