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Process Excellence Lead

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watertown, ma • Posted 6 days ago
Onsite Full Time Business and Financial Operations Occupations

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Delivery Strategy & Governance

  • Define and implement the overall strategy for application development & maintenance and Center of excellence

  • Establish frameworks, standards, metrics, and best practices aligned with organizational and industry standards (ISO, CMMI, ITIL, GxP, Agile, DevOps).

  • Identify opportunities to centralize best practices, reduce duplication, and increase efficiency

  • Drive adoption of industry best practices and continuous improvement initiatives

  • Application Development & maintenance and Center of Excellence

  • Establish governance frameworks, decision-making structures, and escalation paths

  • Ensure alignment with compliance, risk management, and corporate policies

  • Lead governance forums with senior stakeholders to drive accountability and transparency

  • Monitor adherence to standards and take corrective actions where needed

  • Application Maintenance & Support Quality

  • Monitor quality of application support, including incident, problem, change, and release management.

  • Track and improve SLAs, KPIs, MTTR, defect leakage, and production stability.

  • Build and drive root cause analysis (RCA) and preventive actions

  • Ensure consistency across teams in delivery, tools, and operational practices

  • Maintain and continuously improve process documentation, playbooks, and templates

  • Stakeholder & Team Collaboration

  • Partner with Engineering, Product, Operations, and Business stakeholders to ensure alignment.

  • Develop stakeholder self-help resources including knowledge bases, portals, and toolkits

  • Enable a “shift-left” model through scalable self-service solutions

PHYSICAL DEMANDS AND WORKING CONDITIONS:

  • No travel is expected for this position.

Collaboration:

  • Working with various external vendors, Internal Business team, Procurement and Legal teams.

EDUCATION AND REQUIRED CREDENTIALS:

  • Bachelor’s Degree; Advanced Degree desirable or an equivalent combination of education and experience

EXPERIENCE AND SKILLS:

  • 6+ years of experience in Service Assurance, IT Operations, or Service Management, with a focus operating model

  • Strong understanding of SDLC, STLC, and ITIL processes.

  • Experience with test automation frameworks and CI/CD pipelines.

The rate of pay for this position will depend on the successful candidate’s work location and qualifications, including relevant education, work experience, skills, and competencies.

Annual Rate: $97,000.00 - $163,000.00

Benefit Overview: This position offers a comprehensive benefits package including medical, dental, and vision insurance, a 401(k) with company match, paid time off, parental leave and potential for performance-based bonuses depending on company and individual performance.

EOE, disability/veterans

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