Continuous Improvement and Automation Manager

Continuous Improvement and Automation Manager

In the role of Continuous improvement and Automation Manager, we’ll count on you to:

• Process Optimization:
  Lead the identification, scoping, and implementation of process improvement initiatives using methodologies like Lean, Six Sigma, etc.
• ITSM Optimization:
  Streamline Service Desk operations to reduce Mean Time to Resolve (MTTR) and improve First Call Resolution (FCR).
• AIOps & Observability:
  Partner with Infrastructure teams to implement self‑healing systems and automated incident response triggers.
• Technical Debt Reduction:
  Identify legacy processes or “shadow IT” workflows that can be consolidated into enterprise automations.
• Automation Delivery:
  Oversee the lifecycle of automation projects—from initial assessment and project plan to UAT and deployment.
• Automation Strategy:
  Evaluate business workflows to identify high‑ROI opportunities for automation (AI, and workflow integrations).
• Change Management:
  Act as a bridge between technical teams, ensuring smooth adoption of new tools and cultural buy‑in for the changes.
• KPI Management:
  Establish and track metrics for operational efficiency, such as MTR, Uptime, and ROI on automation investments.
• Collaboration:
  
  Partner with other GTG groups to ensure automation projects align with broader company goals and get prioritized according to value.

This on‑site role supports 24/7 operations through real‑time collaboration. Standard shifts occur within a 6:00 AM – 6:00 PM window, Monday through Friday. Additionally, this position requires scheduled on‑call flexibility and the ability to remain reasonably reachable during off‑hours for critical business continuity.

• Understanding and experience in the use of APIs
• Bachelor’s degree in computer MIS, Computer Science, or related field
• Specific experience with technology systems utilized in multiple disciplines
• Exposure to international operations desirable

• Associate degree in computer science, information technology or related field. Equivalent relevant experience may be substituted in lieu of degree
• Minimum 5 years in process improvement, operations management, or business transformation.
• Technical Savvy:
  Understanding of automation tools (e.g., Power Automate, Agents) and data visualization tools (e.g., Power BI).
• Methodology:
  Certification in Lean Six Sigma (Green or Black Belt) is highly preferred.
• Analytical Mindset:
  Ability to translate complex problems into actionable efficiency plans.
• Communication:
  Exceptional ability to work with diverse groups and lead them toward a common goal.