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 Service Now platform team to translate approved process requirements into sustainable workflows, records, dashboards, and automation.

This is a process leadership role, not a Service Now 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 Service Now platform team to translate approved process requirements into sustainable workflows, records, dashboards, and automation.

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 Service Now platform team to translate approved process requirements into sustainable workflows, records, dashboards, and automation.

This is a process leadership role, not a Service Now 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 Service Now platform team to translate approved process requirements into sustainable workflows, records, dashboards, and automation.

• 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, Service Now, 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…