IT Process Manager

As a Process Manager, you will be responsible for the design, implementation, governance, and continuous improvement of the core IT service management processes within your remit. You and your team of Process Advisors will work closely with cross-functional teams to ensure processes are effective, efficient, and aligned with business needs and ITIL best practices. Your role will also involve monitoring process performance, driving standardisation, and promoting a culture of process ownership, adoption, and compliance across the organisation.

How I will succeed

• Processes are consistently followed, measured, and improved based on performance and feedback.
• Stakeholders are engaged, informed, and supportive of process goals and changes.
• Process maturity improves over time, leading to better service outcomes and customer experience.
• Data is used effectively to influence decisions and demonstrate value.
• Collaboration between teams is strengthened through clear process ownership and governance.
• Build a motivated and capable team that exemplifies multi-site capabilities and associated working methods.
• Enhance the team's capabilities by developing robust skill sets, building confidence, and ensuring succession planning.

What I need to know

• Strong knowledge of ITIL frameworks (v3 or 4), particularly in core ITSM process areas.
• Deep understanding of service management principles and the role of process in driving operational excellence.
• Practical experience in process management within a complex business.
• Experience working in multiple process disciplines within a complex enterprise IT environment, ideally within the Retail Industry.
• Familiarity with metrics and reporting for service management performance and process compliance.
• Hands-on experience working with the ServiceNow Platform, particularly within IT Service Management (ITSM) modules.
• A broad commercial perspective and an understanding of how the process fits and contributes to business priorities.

What I need to show

• Proven ability to define, implement, and continuously improve IT processes.
• Excellent communication and stakeholder engagement skills.
• Analytical thinking, with the ability to interpret data and make informed recommendations.
• A collaborative approach and a drive for achieving results through influence rather than authority.
• Confidence in managing process governance forums and facilitating decision-making.
• Proactively reflects and challenges when results aren't being achieved and addresses areas requiring resolution.
• Coach others to recognise barriers to success and enables others to manage these issues.
• Proactively takes ownership of issues, resolves them, and understands how individual responsibility impacts team delivery, inspiring others to do the same.
• Works collaboratively with various functions to support the wider business agenda.
• Always focuses on the most critical/impactful task, using all resources efficiently and effectively.
• Takes advantage of every opportunity to communicate relevant information while remaining mindful of the audience.

Resources available to me

• Process Advisors
• Multiple toolsets (ServiceNow, Jira, Confluence, SharePoint, etc.)
• 3rd party service providers
• Close working with Service Compliance and Service Management

What decisions I can make

• Define and update process documentation, workflows, and performance metrics.
• Recommend and lead on changes to processes based on analysis and stakeholder input.
• Prioritise process improvement initiatives and assign ownership within the process framework.
• Escalate risks and issues impacting process adoption or performance.

We are committed to being a truly inclusive retailer, so you’ll be welcomed whoever you are and wherever you work. Around here, there’s always the chance to try something new - whether that’s as part of an evolving team or somewhere else across the business - and we take development seriously and promise to support you. We also recognise and celebrate colleagues when they go the extra mile and, where possible, offer flexible working. When you join our team, we’ll also offer you an amazing range of benefits.

Here are some of them: Starting off with colleague discount, you’ll be able to get 10% off at Sainsbury's, Argos, TU, and Habitat after 4 weeks. This increases to 15% off at Sainsbury’s every Friday and Saturday and 15% off at Argos every pay day. We’ve also got you covered for your future with our pensions scheme and life cover. You’ll also be able to share in our success as you may be eligible for a performance-related bonus of up to 20% of salary, depending on how we perform. Your wellbeing is important to us too. You’ll receive an annual holiday allowance, and you can buy additional holiday. We also offer other benefits that will help your money go further such as season ticket loans, interest-free car loan of up to £10k, cycle to work scheme, health cash plans, pay advance, and access to a great range of discounts from hundreds of other retailers. And if you ever need it, there is also an Employee Assistance Programme, and you will also be eligible for private healthcare too. Moments that matter are as important to us as they are to you, which is why we give up to 26 weeks’ pay for maternity or adoption leave and up to 4 weeks’ pay for paternity leave.

Please see www.sainsburys.jobs for a range of our benefits (note, length of service and eligibility criteria may apply). We’d all like amazing work to do, and real work-life balance. That’s waiting for you at Sainsbury’s. Think about the scale it takes for us to feed the nation. The level of data, transactions, and variety it involves. Then you’ll realise that ours is a modern software engineering environment because it has to be. We’ve made serious investment into a Tech Academy and into setting standards and principles. We iterate, learn, experiment, and push ways of working such as Agile, Scrum, and XP. So you can look forward to awesome opportunities in everything from AI to reusable tech.