Lead initiatives to assess, design, optimize , and standardize IT processes across service delivery, operations, and governance, with a strong emphasis on IT ticketing and service management workflows
Analyze current ‑ state processes to identify gaps, inefficiencies, and pain points; facilitate whiteboarding sessions and working groups to define future ‑ state solutions
Apply continuous improvement methodologies (e.g., ITIL, Lean, Six Sigma, Agile) to improve efficiency, reduce waste, minimize risk, and enhance service quality
Facilitate process mapping, root cause analysis, and impact assessments to prioritize improvement opportunities
Partner with IT and business stakeholders to translate process improvements into clearly scoped initiatives for delivery teams
Develop and maintain process documentation, standards, and operating procedures
Drive adoption of improved processes through stakeholder engagement, training, and change management
Portfolio & Program Management (25%)
Manage and report on a portfolio of IT process improvement initiatives, maintaining a clear roadmap and prioritization aligned to business and IT objectives
Coordinate work across multiple teams and stakeholders, ensuring dependencies, risks, and milestones are actively managed
Lead recurring forums and meetings focused on process improvement prioritization, progress, and outcomes
Create and deliver executive level dashboards and reporting, providing visibility into performance, trends, risks, and value realization
Support leadership with data driven insights for staff meetings and executive discussions
Stakeholder Engagement & Influence
Act as a trusted advisor to IT leadership, service owners, and business partners
Influence and negotiate across technical and nontechnical stakeholders without direct authority
Communicate complex process concepts clearly and effectively to audiences at all levels, including senior and executive leadership
Lead initiatives to assess, design, optimize, and standardize IT processes across service delivery, operations, and governance
Apply process improvement methodologies (e.g., ITIL, Lean, Six Sigma, Agile) to improve performance,
Requirements
Required
Bachelor's degree in Information Technology , Business Administration, Engineering, or a related field (or equivalent practical experience)
5+ years of experience in IT operations, process management, continuous improvement, or program management roles
Proven experience leading cross ‑ functional process improvement initiatives in complex IT environments
Strong understanding of IT service management and operational best practices (e.g., ITIL)
Experience producing executive ‑ level dashboards, metrics, and reporting
Preferred
Experience modernizing or optimizing IT ticketing and service management platforms
Certification or formal training in ITIL, Lean, Six Sigma, Agile, or related methodologies
Demonstrated success influencing outcomes in matrixed or highly collaborative environments
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Benefits
Vision insurance
Additional Information
RaceTrac Company Overview
Job Description:
Location : Hybrid (3 days in office) in Atlanta, GA
The IT Process Improvement Manager is a senior individual contributor responsible for driving continuous improvement across IT processes, with a primary focus on modernizing and optimizing IT service management and ticketing workflows. This role operates as a program manager, overseeing a portfolio of process improvement initiatives, facilitating cross ‑ team collaboration, and providing executive ‑ level reporting and insights.
The role is 75 % focused on IT process improvement and modernization and 25% focused on portfolio and roadmap management for a team of seven process and delivery resources. Success in this role requires strong facilitation skills, the ability to influence and negotiate across all levels of the organization, and the capability to translate complex process gaps into actionable initiatives.
Racetrac · 200 Galleria Parkway Se Suite 900 Atlanta, GA 30339