IT Process Excellence Supervisor

Job Description

The IT Process Excellence Supervisor is responsible for leading and executing IT process excellence initiatives focused on process standardization, operational improvement, governance maturity assessments, problem management, and IT awareness programs. The role helps drive operational consistency, service quality, governance alignment, and continuous improvement across IT functions.

Key Responsibilities

Process Standardization & Optimization

• Review, document, standardize, and optimize IT processes, procedures, and workflows.
• Lead process improvement initiatives and operational reviews.
• Ensure process documentation aligns with governance standards and business requirements.
• Monitor and support implementation of approved process improvements.

Continuous Improvement & Governance Maturity

• Coordinate continuous improvement programs and governance maturity assessments.
• Conduct process evaluations, gap analyses, and operational reviews.
• Monitor improvement action plans and governance enhancement initiatives.
• Identify opportunities to strengthen operational effectiveness and governance practices.

Problem Management & Operational Improvement

• Monitor recurring operational issues and support root cause analysis activities.
• Coordinate issue reviews, corrective actions, and preventive measures.
• Track issue trends and improvement opportunities.
• Work with process owners and stakeholders to improve service reliability and operational stability.

IT Culture of Excellence & Awareness Programs

• Lead governance awareness initiatives, service excellence programs, and IT engagement activities.
• Facilitate workshops, orientation sessions, and awareness campaigns.
• Develop communication materials, presentations, and program documentation.
• Promote process compliance and a culture of continuous improvement.

Governance Reporting & Documentation

• Prepare and consolidate dashboards, reports, process assessments, and improvement updates.
• Maintain governance and process improvement records.
• Coordinate with stakeholders on process excellence initiatives and operational requirements.
• Provide management with insights and recommendations on operational improvements.

Leadership & Team Supervision

• Supervise assigned team members and daily work activities.
• Provide coaching, guidance, and performance monitoring.
• Support capability-building, knowledge sharing, and team development.
• Foster collaboration, accountability, and continuous learning within the team.

Qualifications

Education

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, Business Administration, Engineering, or a related field.
• Master's Degree is an advantage.

Experience

• Minimum of 3 years of experience in IT Governance, IT Service Management, Process Improvement, Quality Management, Compliance, or related fields.
• At least 1 year of supervisory, team lead, or coordination experience preferred.
• Experience in process optimization, process documentation, operational reviews, continual improvement, or problem management.
• Experience in banking, financial services, or highly regulated industries is an advantage.

Required Skills & Knowledge

• IT Governance Frameworks (COBIT, ITIL, ISO Standards)
• Process Improvement and Optimization
• Governance Maturity Assessment and Gap Analysis
• Problem Management and Root Cause Analysis
• Process Mapping and Documentation
• Service Improvement and Operational Reviews
• Change Management and Organizational Coordination
• Performance Monitoring and Reporting
• Governance Awareness and Engagement Programs
• Basic Compliance and Audit Support
• Data Privacy and Information Protection
• Leadership and Team Supervision
• Strong Analytical and Critical Thinking Skills
• Communication and Stakeholder Management
• Facilitation, Presentation, and Reporting Skills
• Planning, Organization, and Time Management
• Continuous Improvement Mindset
• Proficiency in Microsoft Office Applications (Excel, Word, PowerPoint)