Process Improvement Lead

Computacenter; Hatfield; On-site; GBP 60,000 - 80,000; Full time

Job summary

Computacenter is seeking a Process Improvement Lead to drive end-to-end process discovery, design and improvement across the organisation. You will lead workshops, map processes, define controls and measures, and ensure alignment with the future operating model.

You will translate opportunities into a prioritised backlog, coordinate with IT and change teams, and deliver measurable improvements in cost, cycle time and quality. Strong communication and governance are essential.

Qualifications

• Experience in end-to-end process discovery and mapping.
• Proven track record delivering process improvements with measurable outcomes.
• Knowledge of BPM, process transformation, standardisation and digitisation best practice.
• Skilled in workshop facilitation and requirements capture.
• Ability to define process measures and KPIs.
• Strong stakeholder management across senior business, SMEs and IT.

Responsibilities

• Lead end-to-end process discovery and mapping, defining boundaries, interfaces, roles, controls and measures.
• Facilitate current and future-state process definition workshops, driving alignment and sign-off.
• Maintain a consistent mapping methodology to support role alignment, metrics and automation opportunities.
• Identify pain points and root causes, translating opportunities into a prioritised backlog.
• Support delivery through implementation handover, coordinating with IT/data/tooling/change to ensure solutions are feasible and measurable.
• Own process mapping and documentation standards, producing artefacts including maps, narratives, RACIs, controls and measures.
• Support governance by preparing materials, tracking decisions and maintaining traceability from requirements through sign-off.
• Collaborate with process owners, SMEs and transformation workstreams to prioritise scope and manage expectations.
• Provide progress and risk updates, escalating blockers where required.
• Define KPIs, baselines and benefits tracking through implementation and early life.
• Coach others on process mapping and improvement standards; build capability through templates and guidance.

Skills

Process mapping

Workshop facilitation

Stakeholder management

Analytical problem solving

BPMN

Lean Six Sigma

Change management

Cross-functional collaboration

Requirements capture

Job description

The Process Improvement Lead drives structured process definition and improvement, providing the evidence and discipline needed to ensure end-to-end processes are clearly understood, consistently documented, and reflective of how we work as an organisation.

Balancing the rigour of standardisation with the need for purposeful definition and improvement, and ensuring that process design translates into actionable outcomes, with relevant depth of categorisation to allow for role mapping / alignment, metric and KPI definitions and measurement and AI / automation opportunity delivery.

What you’ll do

As Process Improvement Lead, your role is to lead the structured discovery, definition and improvement of end-to-end processes — ensuring that every process is clearly understood, purposefully designed, and built to enable the future operating model. You will:

Process Mapping & Future-State Design (30%)

• Lead end-to-end process discovery and mapping, defining clear boundaries, interfaces, roles, controls and measures
• Facilitate current and future-state process definition workshops, driving alignment and sign-off in line with standardisation principles
• Maintain a consistent mapping methodology, ensuring process designs reflect the required depth of categorisation to support role alignment, metric definition and automation opportunity identification

Process Improvement & Implementation (25%)

• Identify pain points and root causes, translating opportunities (simplification, standardisation, controls, automation) into a prioritised improvement backlog.
• Support delivery through implementation handover, coordinating with IT/data/tooling/change to ensure solutions are feasible, adopted and measurable.

Standards, Documentation & Governance (20%)

• Own process mapping and documentation standards, producing high-quality artefacts including process maps, narratives, RACIs, controls and measures
• Support governance by preparing materials, tracking decisions and maintaining traceability from requirements through to sign-off

Stakeholder Engagement & Collaboration (15%)

• Partner with process owners, SMEs and transformation workstreams to prioritise scope, resolve design decisions and manage expectations.
• Provide clear progress and risk updates, escalating blockers where required.

Benefits & Continuous Improvement (10%)

• Support the definition of KPIs and baseline metrics, tracking benefits through implementation and into early life
• Capture lessons learned and actively coach others on process mapping and improvement standards

What you’ll need

• Experience in end-to-end process discovery, mapping and future-state design (e.g., BPMN) in large, complex organisations.
• Track record delivering process improvements with measurable outcomes (e.g., cost, cycle time, quality and controls).
• Knowledge of BPM, process transformation, standardisation and digitisation best practice (Lean/CI desirable).
• Skilled in workshop facilitation and requirements capture, turning input into clear process artefacts and decisions.
• Able to define process measures/KPIs, support baselining, and track benefits through implementation.
• Strong stakeholder management and influencing across senior business, SMEs, IT and third parties.
• Strong analytical/problem-solving skills; able to find root causes and shape practical, adoptable improvements.
• Delivery discipline: planning, prioritisation and dependency management across cross-functional workstreams.
• Strong communication, able to present to varied audiences and produce implementation-ready documentation.
• Awareness of process interactions with systems, data and controls (integration, data structures, risk/compliance).
• Results-oriented, resilient and adaptable, with a continuous improvement mindset.
• Frameworks/certifications desirable (e.g., ITIL, Lean Six Sigma) and experience in a process lead/owner/improvement role.
• Lead by example and provide day-to-day direction, coaching and quality assurance for process mapping and improvement activity (including matrixed contributors/SMEs as required).
• Build capability and consistency through clear standards, templates, guidance and knowledge sharing across the process community.
• Communicate progress, decisions and risks effectively, ensuring stakeholders remain aligned on scope, priorities and outcomes.
• Champion high standards of ethics, compliance, controls and customer/colleague experience, with a strong focus on measurable value and operational excellence.
• Foster a collaborative, inclusive and high-performing environment, role-modelling constructive challenge, accountability and continuous improvement.

Critical Success Factors

• Process scope mapped and maintained to a consistent standard, providing clear end-to-end visibility (boundaries, interfaces, roles, controls and measures).
• Measurable improvements delivered (e.g., cycle time, quality, cost and control effectiveness) with benefits tracked through implementation and early life support.
• Strong stakeholder engagement and sustained adoption, evidenced by timely decisions, reduced rework and clear ownership post-handover.
• Effective governance and ways of working: risks/issues managed, dependencies coordinated, and artefacts version-controlled and traceable.
• Positive contribution to Computacenter’s transformation goals through improved operational performance, customer/colleague experience and continuous improvement culture.