IT Process Performance Manager

Job Description

Title: IT Process Performance Manager

Company Name: Advanced Chemical Industries PLC (ACI)

Vacancy: --

Age: 26 to 35 years

Job Location: Dhaka (Tejgaon Industrial Area)

Salary: --

Experience:

• 5 to 8 years
• The applicants should have experience in the following business area(s): Manufacturing (FMCG), Wholesale, Food (Packaged)/Beverage, Agro based firms (incl. Agro Processing/Seed/GM), Electronic Equipment/Home Appliances, Group of Companies, Chemical Industries, Automobile, Paint, Toiletries

• Master of Science (MSc) in Computer Science

• 5 to 8 years
• The applicants should have experience in the following business area(s): Manufacturing (FMCG), Wholesale, Food (Packaged)/Beverage, Agro based firms (incl. Agro Processing/Seed/GM), Electronic Equipment/Home Appliances, Group of Companies, Chemical Industries, Automobile, Paint, Toiletries

• Age 26 to 35 years

• Strong knowledge of ITIL framework and service management best practices.

• Experience with ITSM tools (e.g., ServiceNow, ManageEngine, Jira Service Management)·  

• Strong analytical and reporting skills.

• Experience in SLA governance and service performance monitoring.

• Proven experience in technical writing, business process mapping, and documentation.

• Ability to simplify complex technical workflows into user-friendly guides.

• Proficiency with process modeling tools (such as Ms. Visio) and knowledge bases (Confluence, ServiceNow).

• Strong interviewing skills to extract information from subject matter experts.

Job Responsibilities:

• Develop, standardize, and maintain IT Standard Operating Procedures (SOPs).

• Ensure all IT processes are documented, version-controlled, and compliant with internal policies and regulatory requirements.

• Drive process adoption across IT teams through training and governance mechanisms.

• Periodically review and optimize processes for efficiency and risk reduction.

• Define, implement, and monitor Service Level Agreements (SLAs), OLAs, and KPIs.

• Collaborate with business stakeholders to align SLAs with business priorities.

• Track SLA performance and lead corrective action planning for deviations.

• Prepare periodic SLA performance reports for management review.

• Develop and maintain end-to-end service maps, including dependencies between infrastructure, applications, and business services.

• Maintain and update the IT Service Catalog.

• Ensure clear service ownership and accountability across IT domains.

• Support impact analysis and risk assessment through accurate service mapping

• Establish performance dashboards and reporting frameworks

• Monitor service availability, incident trends, response/resolution times, and service health indicators.

• Identify recurring issues and drive root cause analysis (RCA) and continuous improvement initiatives.

• Provide executive-level reporting on service performance and operational risks

• Lead initiatives to improve service quality, operational efficiency, and user satisfaction

• Identify automation opportunities to enhance process effectiveness.

• Benchmark IT service performance against industry best practices (e.g., ITIL framework).

• Promote a culture of operational excellence within IT.