Process Engineer/Senior Process Engineer

Drive the shift of Service Management toward AI-native operations by systematically identifying areas for process enhancement, achieving measurable efficiency improvements validated by Finance. Establish a lasting culture of process excellence within Service Management, leveraging Lean Six Sigma and ITIL frameworks to optimise processes and boost operational effectiveness. Key Differentiator: Unlike traditional process consultants, this role emphasizes rigorous opportunity discovery, quantification, tracking, and Finance collaboration to build the business case for AI transformation with measurable ROI. About the Role: Map, assess, and document current-state service management processes, workflows, and operating models. Define baseline operational and financial metrics such as ticket volumes, resolution times, effort hours, error rates, and costs. Identify and prioritize workflow bottlenecks and inefficiencies, quantifying both business impact and savings potential. Redesign workflows using an Eliminate → Simplify → Automate approach. Create AI-native target operating models for service management, including capabilities such as incident auto-resolution, intelligent routing, and reusable automation patterns. Build business cases and ROI models that compare current-state and target-state performance, benefits, and investment requirements. Partner with Finance to validate projected and realized savings. Work cross-functionally with engineering, architecture, and design teams to confirm AI feasibility, implementation readiness, and system alignment. Own initiatives through the full lifecycle: opportunity identification, pilot, feedback, iteration, deployment, measurement, and scale. Track adoption, productivity improvements, and actual vs. forecast benefits, and report outcomes on a regular basis. Scale successful pilots across the organization and codify learnings into a library of reusable AI-native service management patterns. Drive measurable outcomes in Service Management, such as higher auto-resolution rates, lower support costs, and improved CSAT. Required certifications: ITIL Foundation; ITIL Expert preferred. Lean Six Sigma Green/Black Belt preferred. About You: 8 years in IT Service Management; ITIL Foundation required, ITIL Expert preferred. Deep ITSM expertise, including service management operations, workflows, tools, and platforms such as ServiceNow and Jira Service Management. Proven ability to lead end-to-end process improvement, automation, and AI-enabled efficiency initiatives from opportunity identification through pilot, iteration, production, and scale. Strong Lean Six Sigma or equivalent continuous improvement background, with a structured, data-driven approach and demonstrated results. Demonstrated success establishing baselines, measuring productivity gains, forecasting impact, quantifying efficiency benefits, and translating outcomes into validated financial savings. Experience building business cases, ROI models, and executive-ready financial justifications, with strong Excel/financial modeling skills and close partnership with Finance. Strong stakeholder management and influence skills, with the ability to drive cross-functional optimization without formal authority. Familiarity with AI capabilities and limitations and application of AI-native process design in operational environments. Comfortable presenting metrics, ROI, and efficiency progress to program leadership and executives in a high-visibility environment with quantifiable impact expectations. Collaborative mindset with experience working across process champion networks to share learnings and scale opportunities. Lean Six Sigma training/certification expected if not already completed. #LI-PS1 What’s in it For You? Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-ba ... (truncated, view full listing at source)