Process Manager (ITOPS & Knowledge Management)

Lead the continuous improvement of IT OPS processes, ensure operational quality and standardization, and implement an effective and structured onboarding for new team members.

This role owns Process Management and the Knowledge Base, driving ITIL process redesign and promoting best practices across all support teams.

Main Responsibilities

1. Process Management & Knowledge Base Ownership

• Act as the main point of contact for the ITOPS onboarding process.
• Create, maintain, and govern the Knowledge Base (structure, templates, accessibility, version control).
• Ensure process documentation is up to date, clear, and aligned with standards (RACI, SLAs, KPIs).

2. ITIL Process Redesign

• Review, redefine, and optimize ITIL processes (Incident, Problem, Change, Request, etc.).
• Ensure process integration with ITSM tools (ServiceNow, ...