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Process Manager, IT Service Management

Date: Dec 8, 2021

Location: Charlotte, NC, US, 28273

Company: Jeld-Wen Inc.


JELD-WEN (NYSE:JELD), founded in 1960, is one of the world’s largest door and window manufacturers, with more than 22,000 employees operating in 24 countries globally. Headquartered in Charlotte, North Carolina, JELD-WEN designs, produces and distributes an extensive range of interior and exterior doors, wood, vinyl and aluminium windows and related products for use in the new construction and repair and remodelling of residential homes and non-residential buildings. 
Our products and services afford us the opportunity to enter peoples’ workplaces, homes and daily lives. With this privilege comes great responsibility to ensure that the products we deliver are reliable and enrich the places and lives that they touch. We bring beauty and security to the spaces that touch our lives.

We act with integrity, invest in people, inspire through innovation, deliver on our promises and improve every day. We are seeking talented individuals who share this purpose and values and want to excel in their field of expertise. We offer excellent benefits, a collaborative environment in which to apply your talent and a dynamic and growing company, with exceptional career progression opportunities.


As part of the IT Service Management team, the ITSM Process Manager is a subject matter expert responsible for the daily oversight and governance of the ITSM process framework and related functions including Incident Management, Major Incident Management, Change Management, Problem Management and Release Management across the global organization. This role ensures all aspects of ITSM adhere to the highest operational and compliance standards. This position also requires keen focus on customer experience, operational stability, and process improvement. Reporting to the Manager of global ITSM, this position works directly with the ITSM team and key stakeholders to drive operational excellence and continual improvement. This individual can be placed at any of JELD-WEN locations or remote.



  • Be instrumental in the development and implementation of ITSM processes (Incident, Problem, Release, and Change) governance models, metrics, measurements, and integration of processes.
  • Responsible for the day-to-day management and associated life-cycle activities of ITSM processes
  • Define and lead ITSM process improvement roadmap projects to align with IT roadmap
  • Design for an improved user experience, from the initial contact for support (Portal), considering self-service capabilities, automation, to user communication and engagement until resolution.
  • Accountable for ensuring that processes are fit for purpose, efficient and effective and align with business requirements and strategy and recommend changes if needed.
  • Supports the development and implementation of SLA's and OLA's
  • Maintain oversight and trend analysis, driving and improving overall process and compliance/adherence.
  • Weekly and monthly reporting of ITSM metrics to stakeholders and leadership
  • Lead Major Incident bridge line, manage P1 communication and Problem Management governance activities
  • Coordinate Root Cause Analysis (RCA) and drive long term resolution.
  • Develop and execute an ITSM process compliance audit framework.
  • In partnership with IT Project Management Office, leverage ITSM knowledge to facilitate regular reviews of operational readiness criteria to help ensure stability and supportability of all new or modified processes.
  • Provide ITSM mentoring and training to peers and other colleagues in the organization.
  • Other ITSM responsibilities, as required.


COMPETENCIES:  To perform the job successfully, an individual should demonstrate the following competencies:

  • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Works well in group problem solving situations.
  • Interpersonal - Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
  • Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.
  • Written Communication - Writes clearly and informatively.
  • Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values.
  • Adaptability - Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
  • Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent.
  • Dependability - Follows instructions, responds to management direction; Keeps commitments; Commits to long hours of work when necessary to reach goals.
  • Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently.
  • Professionalism - Accepts responsibility for own actions; Follows through on commitments.
  • Quality - Demonstrates accuracy and thoroughness; Applies feedback to improve performance; Monitors own work to ensure quality.
  • Quantity - Meets productivity standards; Completes work in timely manner.
  • Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.




  • Bachelor’s degree or equivalent work experience
  • Minimum of 5 years of experience in IT Service Management
  • Business Process Design & Modelling
  • Strong organizational skills and ability to work successfully with many high priority demands
  • Stakeholder Management, influencing and negotiation skills
  • User engagement and requirements gathering
  • Project Management experience (Desirable).
  • Familiarity with agile development methodology
  • Experience with producing and analyzing reporting data & trends
  • Able to develop engaging education and training
  • ServiceNow experience
  • ITIL v4 Foundations Certification
  • Work experience in the manufacturing industry. (Desirable)



JELD-WEN is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, gender identity, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.

Unless explicitly requested or approached by JELD-WEN, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services

Nearest Major Market: Charlotte