Job Description

Position Title: Process Design Lead

n

Reports To: Service Delivery / IT Operations Leadership

n

Direct Reports: ITSM Process Business Analysts

n

Enterprise Process & Service Design

n

n
Design, standardize, and mature end-to-end ITIL-aligned ITSM processes (Incident, Problem, Change, Release, Request, and Service Catalogue) to drive operational stability across complex enterprise settings.
n
Lead the architecture of enterprise Service Design packages, establishing service acceptance criteria, readiness reviews, and transition frameworks for recent and modified applications.
n

n

CMDB Architecture

n

n
Define process governance, data standards, and CI relationship models for the enterprise CMDB to support accurate change impact analysis and automated service mapping.
n
Partner with technical engineering, ITOM, and asset management leads to ensure CMDB updates are embedded directly into release pipelines,



maintaining configuration integrity.
n

n

Team Leadership

n

n
Directly manage, coach, and mentor a team of ITSM Process Business Analysts, fostering technical growth, process maturity, and analytical rigor across the pod.
n
Allocate resources across process improvement streams, ensuring consistent execution of process optimization and ServiceNow capability rollouts.
n

n

ServiceNow Platform & Continuous Improvement

n

n
Drive process automation and workflow optimization within ServiceNow, translating business requirements into scalable, out-of-the-box platform capability.
n
Manage multi-vendor and cross-functional operational alignment, establishing OLAs/SLAs to maintain seamless service delivery across matrixed environments.
n

📌 Service Management Manager Process Design Lead Victoria
🏢 Accenture Australia
📍 Victoria