BT Service Management Process Manager

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The BT Service Management Process Manager serves as the primary process authority for how technology changes are governed, how service disruptions are coordinated and communicated, and how recurring issues are investigated and reduced. The position facilitates the Change Advisory Board, leads and coordinates major incident response, governs post-incident and problem-management follow-through, and partners with the ServiceNow platform team to translate approved process requirements into sustainable workflows, records, dashboards, and automation.

This is a process leadership role, not a ServiceNow engineering or hands-on technical remediation role. The position establishes operating standards, decision rights, controls, training, reporting, and accountability across Business Technology teams to improve service reliability, restoration, risk management, communication, and the end-user experience. This role serves as the primary process authority for how technology changes are governed, how service disruptions are coordinated and communicated, and how recurring issues are investigated and reduced. The position facilitates the Change Advisory Board, leads and coordinates major incident response, governs post-incident and problem-management follow-through, and partners with the ServiceNow platform team to translate approved process requirements into sustainable workflows, records, dashboards, and automation.

MINIMUM REQUIREMENTS

Education: Bachelor's degree in Information Technology, Computer Science, Business, Management Information Systems, or a related field, or an equivalent combination of education and relevant professional experience. ITIL, ServiceNow, or comparable IT service management certifications preferred.

Experience: Five or more years of experience in IT service management or related disciplines, with expertise in ITSM/ITIL processes, major incident and change management, technology governance, root-cause analysis, ServiceNow or comparable platforms, process documentation, reporting, and cross-functional decision-making in complex enterprise environments. Formal training in root-cause analysis, crisis management, or major incident management is preferred.

Travel: 0-15%

Work Schedule: Typical work hours are between 7:00 a.m. and 5:00 p.m. Monday – Friday; However, work may be performed at any time on any day of the week to meet business needs.

KEY RESPONSIBILITIES

ITSM Process Governance

• •Own the lifecycle of assigned ITSM processes, including strategy, policy, standards, procedures, roles, decision rights, controls, training, measurement, review, and improvement.
• •Maintain authoritative process documentation, operating playbooks, templates, checklists, knowledge articles, and training materials
• •Define process-entry criteria, approval requirements, escalation paths, exception handling, closure requirements, and evidence standards.
• •Conduct recurring process-health reviews and recommend improvements based on operational data, feedback, audits, incidents, failed changes, and business needs.
• •Ensure process requirements align with business priorities, security and compliance obligations, continuity needs, service reliability objectives, and practical delivery-team workflows.

Change Enablement and CAB Management

• •Own and continually improve FTI's Change Enablement process for Normal, Standard, and Emergency changes.
• •Facilitate the Change Advisory Board and ensure meetings include appropriate participation, decision authority, documentation, and follow-through.
• •Review proposed changes for completeness, including justification, affected services and users, risk and impact, testing, implementation, validation, communications, backout triggers, dependencies, and related records.
• •Ensure required approvals and process controls are completed before changes are presented for CAB consideration.
• •Document CAB decisions, approval conditions, deferrals, and rejection reasons; monitor changes through implementation and closure.
• •Govern the Standard Change catalog and Emergency Change requirements, including retrospective review and post-implementation validation.
• •Coordinate Post-Implementation Reviews for failed, backed-out, unauthorized, or service-impacting changes.

Incident and Major Incident Management

• •Own and continually improve the Incident and Major Incident Management processes, including definitions, categorization, priority, escalation, communication, closure, and documentation standards.
• •Serve as Incident Manager and help maintain an effective incident-management readiness model which includes training backup incident managers.
• •Review Major Incident candidates and make or facilitate promotion decisions using documented criteria.
• •Activate and coordinate the Major Incident operating structure, including the technical bridge, communication channels, role assignments, operating cadence, and stakeholder engagement.
• •Protect technical restoration work by separating incident command, communications, documentation, leadership engagement, and hands-on troubleshooting.
• •Ensure communications clearly distinguish confirmed facts, business impact, workarounds, decisions, and unconfirmed information.
• •Confirm restoration validation and ensure incident records contain a reliable timeline, decisions, communications, closure details, and linked follow-up work.
• •Coordinate with the designated Cyber Incident Manager when an incident has a suspected security nexus.

Problem Management and Post-Incident Improvement

• •Establish and own the Problem Management process, including identification, prioritization, investigation, known-error management, corrective-action tracking, and closure.
• •Identify recurring incidents, instability, failed changes, significant disruptions, and unresolved risks requiring formal problem investigation.
• •Facilitate blameless After Action Reviews, Post-Incident Reviews, and structured root-cause analysis.
• •Translate findings into tracked Problem Records, Known Errors, workarounds, Change Requests, knowledge articles, monitoring improvements, projects, or other corrective actions.
• •Require corrective actions to have a defined owner, target date, success criteria, status, and linked system of record.
• •Review open problems and corrective actions, escalating overdue, blocked, or unowned work.
• •Confirm that permanent corrective actions have been implemented and validated before closure and conduct follow-up effectiveness reviews.

ServiceNow Process Partnership

• •Serve as the primary process liaison to the ServiceNow platform owner, administrators, developers, engineers, CMDB Manager, and reporting resources.
• •Translate approved policy and process requirements into clear business requirements, acceptance criteria, priorities, and backlog items.
• •Participate in workflow design, testing, user acceptance, implementation, and validation for process-related ServiceNow changes.
• •Define required record fields, states, approvals, notifications, controls, exception handling, dashboards, reports, and evidence-retention requirements.
• •Maintain clear boundaries between process authority and technical platform authority.

Metrics, Reporting, and Data Quality

• •Establish measures for process effectiveness, efficiency, quality, compliance, service impact, and customer experience.
• •Define data-quality standards for incident, problem, and change records, including categorization, priority, configuration items, closure information, ownership, and linked records.
• •Partner with ServiceNow reporting