Process Manager

JOB SUMMARY

The Process Manager at Pellera is responsible for defining, implementing, optimizing, and governing IT Service Management (ITSM) processes aligned with ITIL best practices.

This role ensures that managed services are delivered consistently, efficiently, and with high quality, enabling operational excellence and continuous service improvement across customer environments.

Job responsibilities that are specific to the position:   

• Own, design, document, and continuously improve ITSM processes based on ITIL.
• Act as process owner for key ITSM processes such as:
• Incident Management
• Problem Management
• Change Management
• Service Request Management
• Service Level Management
• Knowledge Management
• Ensure process adoption and correct execution across operations teams.
• Monitor process performance using ITSM KPIs and SLAs.
• Identify bottlenecks, inefficiencies, and risks in service delivery.
• Drive standardization and optimization of service workflows.
• Work closely with operations and engineering teams to ensure correct use of ITSM tools (e.g., ServiceNow, Jira Service Management, Freshservice, or similar).
• Define process requirements for automation and reporting.
• Ensure accurate documentation and configuration of workflows.

TECHNICAL SKILLS

• 3+ years of experience in IT Service Management, Process Management, or Service Operations.
• Strong hands-on experience with ITIL-based ITSM processes.
• Solid understanding of:
• Incident, Problem, Change, and Request Management
• SLAs, OLAs, and service performance metrics
• Experience working in Managed Services / IT Services environments.
• Experience using ITSM tools.
• Strong process documentation and workflow design skills.
• Experience supporting operational teams and service delivery.

Certifications (Highly Desired)

• ITIL Foundation (required or strong preference)
• ITIL Intermediate / Managing Professional (plus)
• ITSM tool certifications (ServiceNow, Jira, etc.) – plus

Education

• Bachelor’s degree in Information Technology, Systems, Business, or related field (preferred).
• Equivalent professional experience will be considered.
• Fluent English (written and spoken) – required.

Professional Skills (Soft Skills)

• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Ability to work in a fast-paced, service-oriented environment.
• Customer-focused mindset.
• Strong organizational skills and attention to detail.
• Comfortable working cross-functionally with technical and non-technical teams.