Conduent ITIL Process Engineering Manager (IT Service Management) in Dallas, Texas

ITIL Process Engineering Manager (IT Service Management)


Conduent is the world’s largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it’s digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning – Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at

If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today. After applying, please check your email (including spam folder) for updates on this position.

ITIL Process Engineering Manager (IT Service Management)

Job Summary:

Manages IT Service Management ITIL® Process Engineers to ensure development of an appropriate Information Technology Service Management (ITSM) Service Desk and supporting processes for the Conduent IT organization, based on the ITIL® Service Management framework and the successful application of this model across all aspects of the delivery of Conduent IT services.


  • Directly manages IT Service Management ITIL® Process Engineers to ensure development of anappropriateInformation Technology Service Desk and supporting processes for the Conduent IT organization

  • Provides training and career development opportunities for their IT Service Management ITIL® Process Engineers

  • Assesses IT Service Management ITIL® Process Engineer performance, provides coaching to improve performance and takes corrective actions, if necessary

  • Define, design, transition and continually improve the IT Service Management lifecycle, including: processes, roles, metrics, Key Performance Indicators (KPIs), tools

  • Coach the entire Conduent IT team in the development of Service Desk processes and procedures, ensuring integration across a best practice framework ITIL® v3 (2011) lifecycle

  • Direct the vision for continuous improvement of services with an emphasis on proactive planning, promoting a consumer focused support culture, and improving the accountability of delivering effective and efficient services

  • Ensure the capability of services being managed matures as per agreed KPIs or desired customer level

  • Support the design services to meet IT Service Level Agreements (SLAs) underpinned by Operating Level Agreements (OLAs) or vendor/supplier contracts

  • Participate in the development and communication of service wide services (e.g. Services Catalogue)

  • Ensure the documentation and communication of the processes, policies, and procedures for obtaining the correct, timely and cost-effective IT support

  • Maintain oversight and understanding of technical advances, trends and industry best practices in IT Service Management technologies, sourcing strategies, procedures, and changing consumer needs

  • Work with the Conduent ITSM Tools Engineering Manager to ensure Conduent-approved processes become operational in our standardized Conduent ITSM Tools

  • Provide ITSM leadership experience


  • Exceptional team building and team Leadership experience in the IT and Software Development environments

  • Strong interpersonal coaching and mentoring experience

  • Demonstrable experience participating and leading organizational culture change initiatives

  • Effective collaboration skills with technical and business colleagues.

  • Experience in Service Design, Transition and overall Service Management in all aspects of the ITIL® v3 (2011) Service Management lifecycle

  • Developed communication and diplomacy skills with a strong ability to persuade, influence and effectively embrace client and stakeholder relationships

  • Demonstrable experience and capability to lead complex projects autonomously

  • Commercial experience of the major IT Service Management technology options

  • Advanced communication (oral and written) skills; the ability to listen effectively, react appropriately to feedback and construct an effective working environment

  • Exceptional interpersonal skills including the ability to negotiate to fair and reasonable conclusions

  • Ability to work under pressure and be highly pro-active in prioritizing issues

  • Ability to adapt and respond rapidly to changing priorities and demands

  • Logical thinker, completely welcoming new challenges

  • Ability to resolve issues of contention and conflict

  • Capable of demonstrating, leading and teaching basic ITIL® v3 (2011) best practices

  • Demonstrated ability to teach and assess communication, collaboration and team work skills

  • Develops group and departmental plans, including analysis of business, technical, process, production and/or organizational priorities

  • Interprets internal or external business issues and recommends solutions/best practices

  • Decisions are guided by resource availability and functional objectives

  • Primarily domestic accountability; may include some international accountability

  • Manages professional level employees, who perform a variety of tasks normally within the same function

  • Manage programs, projects, processes, and/or relationships with agency partners, vendors, etc. dealing with moderate to high dollar agreements and/or potential impact

  • Develops resolutions to diverse array of complex problems that require the frequent use of creativity

  • Uses judgment within broadly defined policies and practices

  • Analysis of a variety of factors, including an understanding of current business trends required

  • Follows processes and operational policies in selecting methods and techniques for obtaining solutions

  • Requires in-depth knowledge of organization objectives

  • Failure to achieve results would normally have serious consequences and may require additional expenditure of resources to correct and/or achieve goals

  • Works independently, with guidance in only short-range targets and/or more complex situations

  • Exercises judgment in selecting methods, techniques, and evaluation criteria for obtaining results

  • Exerts significant latitude in determining objectives

  • Interacts with management and senior customer personnel

  • Frequently interacts in matters between functional areas, other company divisions or units, customers, or vendors

  • Often must lead a cooperative effort among members of a project team


  • Bachelor's degree in Business, Computer Science, or related field or equivalent experience

  • Significant experience leading and facilitating implementation of ITSM and/or ITIL® v3 (2011) process frameworks including Service Desk implementation and management.

  • Familiarity with program and project management and information technology services delivery methodologies

  • ITIL® v3 (2011) skills commensurate with Expert Certification levels; assessor certification preferred

  • Experience working in an infrastructure technology environment highly desirable

  • Lean, Six Sigma, DevOps, TQM or QFD skills are a plus

  • Must be currently eligible to work in the US for any employer without sponsorship

  • Must consent to and successfully clear all required pre-employment screenings.

Location: This position is located onsite in Lexington, KY.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the “Submit” button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form.

Job Product & Systems Design Engineering

Primary Location United States-Kentucky-Lexington

Other Locations United States-Kentucky-Lexington, United States-New York-Rochester, United States-TX-Dallas

Organization Conduent Corporate

Unposting Date Ongoing

Virtual/work from home? No

Req ID: 17005401