Business Process Improvement Manager

Acuity; Atlanta (GA); On-site; USD 110,000 - 150,000; Full time

Job summary

Acuity Inc. in Atlanta, GA seeks an ITSM Process Manager to own end-to-end ITSM processes and drive governance aligned to ITIL best practices.

This role blends hands-on process management with designated process ownership, ensuring adoption, measurement, and continuous improvement across Incident, Problem, Change, and CMDB domains. You'll partner with IT and business leaders to deliver CSI initiatives, maintain process documentation, and ensure compliance, performance, and data quality while

Qualifications

• 5+ years in ITSM, IT operations, or ServiceNow environments.
• Experience driving process adoption and governance.
• Strong collaboration with technical, business, and leadership stakeholders.
• Familiarity with CSI initiatives and KPIs.

Responsibilities

• Define vision, objectives, and success measures for ITSM processes.
• Sponsor and prioritize continual service improvement initiatives.
• Ensure processes align with ITIL best practices and policies.
• Manage day-to-day execution and ensure operational stability and measurable performance.
• Act as primary operational point of contact for process questions and escalations.
• Monitor KPIs, SLAs, and trends to identify improvement opportunities.
• Coordinate with ServiceNow Product Owners and Platform teams to align tools with processes.
• Lead process training and adoption activities for stakeholders.

Skills

ITSM

Process ownership

ITIL

ServiceNow

Tools

ServiceNow

Cherwell

Salesforce

Jira

Job description

Acuity Inc. (NYSE: AYI) is a market-leading industrial technology company. We use technology to solve problems in spaces, light and more things to come. Through our two business segments, Acuity Brands Lighting (ABL) and Acuity Intelligent Spaces (AIS), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives.

We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and an audio, video and control platform. We focus on customer outcomes and drive growth and productivity to increase market share and deliver superior returns. We look to aggressively deploy capital to grow the business and to enter attractive new verticals.

Acuity Inc. is based in Atlanta, Georgia, with operations across North America, Europe and Asia. The Company is powered by approximately 13,000 dedicated and talented associates. Visit us at www.acuityinc.com .

Job Summary

This role ensures sustained adoption, governance, and continuous improvement of IT Service Management processes. The role combines Process Ownership (strategic accountability) and Process Management (operational execution), aligned to Acuity’s ITSM Target Operating Model and ITIL best practices.

The ITSM Process Manager is accountable for the end‑to‑end performance of assigned ITSM processes (e.g., Incident, Problem, Change, CMDB). In the current operating model, this role will operate primarily as a hands‑on Process Manager (approximately 75%), while also serving as the designated Process Owner (approximately 25%). The role ensures processes are adopted, followed, measured, and continuously improved, while acting as the primary point of accountability for process outcomes.

Key Tasks & Responsibilities (Essential Functions)

• Work with leadership to define the vision, objectives, and success measures for assigned ITSM processes, aligned with Acuity’s service management strategy
• Serve as the accountable manager for end‑to‑end process effectiveness, efficiency, and compliance
• Sponsor and work with ITSM product leadership to prioritize continual service improvement (CSI) initiatives based on data, trends, and business needs
• Resolve cross‑functional issues and decision points related to process design, scope, and ownership
• Represent assigned processes within ITSM governance forums and leadership discussions
• Ensure processes align with ITIL best practices, audit expectations, and enterprise policies
• Communicate process performance, risks, and improvement plans to senior leadership
• Manage day‑to‑day execution of ITSM processes, ensuring operational stability, consistent adherence, and measurable performance
• Act as the primary operational point of contact for process questions, issues, and escalations
• Define, maintain, and document standard operating procedures (SOPs), work instructions, and process flows
• Monitor process KPIs, SLAs, and operational metrics; analyze trends and identify improvement opportunities
• Partner closely with ServiceNow Product Owners and Platform teams to ensure tool configuration supports process needs
• Lead process training, enablement, and adoption activities for IT and business stakeholders
• Coordinate and execute process improvements, defect remediation, and enhancement requests
• Support audits, risk assessments, and compliance activities related to ITSM processes
• Ensure data quality and integrity for process‑related records (e.g., incidents, changes, CMDB items filled out correctly and completely. Offer coaching, correction and enhancements to ensure the data continues to improve.)

Skills and Minimum Experience Required

• 5+ years of experience in IT Service Management, IT Operations, or ServiceNow‑enabled environments
• Experience operating in a transformation, stabilization, or process maturity environment
• Demonstrated ability to drive process adoption, behavioral change, and operational discipline
• Experience partnering with technical, business, and leadership stakeholders

Preferred Skills and Experience

• Hands‑on experience managing ITSM processes such as Incident, Problem, Change, or Configuration Management
• Strong working knowledge of ITIL principles and practices
• ITIL v4 certification (or obtained in the first 12 months of employment)
• ServiceNow experience strongly preferred (process design, reporting, workflow alignment) or similar system(s) such as Cherwell, Salesforce, Jira.

We value diversity and are an equal opportunity employer. All qualified applicants will be considered for employment without regards to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law.

Accommodation in the Application Process: Acuity Inc. is an equal opportunity employer. It complies with the Americans with Disabilities Act (ADA) and other applicable laws requiring reasonable accommodation of persons with disabilities in employment. This includes the provision of reasonable accommodation in the application process. If you believe you need reasonable accommodation to assist with our online application system or any aspect of the application process, please contact Human Resources at [phone], and select option 4. Please be prepared to identify the requisition / position applied for and the aspect of the application process for which you believe accommodation is needed. The company will engage in an interactive process with you to better understand the request and to determine whether reasonable accommodation is needed and available.