Senior Process Manager

1 week ago

Toronto, Ontario, Canada Delpath Full time

Senior Process Manager – Change & Release Management (ServiceNow/DevOps Integration)

Location Address:
Toronto - Hybrid (twice a week but will need to be flexible to come in more often for a max of 5 a days of a week depending on project demands)

Contract Duration:
6 months with high Possibility of extension – Yes

Business group:
The IT Service Management team delivers best-in-class technology enhancements in service management for our internal stakeholders and users via robust processes, tools, and governance.

Projects:
The project is ongoing and is a large initiative that aims to re-engineer all of the Service Management processes within the organization and implement all tooling that is needed to support that effort.

The Sr. Process Manager, Change/Release Management
plays a pivotal role in advancing best practices across digital product release initiatives. Through governance, standards, policies, and education, this role drives automation, delivers actionable insights, and ensures regulatory compliance. You will lead and support the execution of the product roadmap for the Service Management Release Management module and Digital Product Release (DPR), with a strong emphasis on integrating ServiceNow DPR with DevOps and orchestration environments, including CI/CD pipeline automation and agile delivery practices.

Key Responsibilities:

  • Strategic Leadership
  • Drive the vision and evolution of release management processes across the enterprise.
    • Work with key stakeholders within the DevOps/Pipeline organizations to establish a

standardized, automated CI/CD pipeline with integrated change controls, deployment workflows, testing gates, and audit-ready documentation to ensure reliable, traceable, and compliant software releases

  • Build strong relationships with stakeholders across technology, risk, audit, and business lines.
  • Process Design & Optimization
  • Lead the analysis, design, and continuous improvement of change and release processes.
  • Collaborate with platform teams, CIO representatives, and SREs to ensure alignment with

Integration & Automation

  • Oversee the integration of ServiceNow DPR with DevOps pipelines and orchestration tools.
    • Champion automation of release workflows and change approvals to improve velocity and compliance.

Governance & Compliance

  • Enforce process standards, controls, and audit readiness.
  • Ensure regulatory and risk requirements are embedded in all release and change activities.
  • Training & Documentation
  • Develop and deliver training programs to promote process adoption.
  • Maintain comprehensive documentation for processes, workflows, and governance models.

Reporting & Metrics

  • Implement and monitor KPIs and metrics to assess process performance and compliance.
  • Present insights and recommendations to leadership and key stakeholders.

Project Leadership

  • Lead cross-functional initiatives related to change and release management.
  • Engage stakeholders such as legal, risk, and audit during project planning and execution.

Must-Have:

  1. 8+ years of experience as a technical BA
  2. 3+ years experience in a technical domain (e.g., software development, operations years hands on experience with building and maintaining DevOps environments and CI/CD pipelines.
  3. 3+ years experience working in Agile environments
  4. 3+ years of experience with Release Management/automation
  5. Familiarity with process analysis techniques (e.g., Value Stream Mapping, Six Sigma).

Nice-to-Have:

  • advanced ITSM experience, especially with ITIL frameworks.
  • Spanish language skills.
  • Experience with ServiceNow DPR and Release Management.
  • ITIL certification preferred

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