Role: Process Manager

The Process Manager performs the day-to-day overall management of the process. This role ensures that all process activities are being performed and that they are staffed adequately. For some processes, the Process Manager may assign individual projects (e.g., releases, changes, etc.) to other roles. When this occurs, the Process Manager coordinates the activities of those roles. Because of the nature of this role, the Process Manager may have another supporting role called the Process Administrator to help keep track of all of the data associated with the Process Manager. The Process Administrator may be split off from this role during implementation of the process.

Responsibilities

Coordinates day-to-day execution of the process
Identifying and implementing changes to the process
Identifying exceptions and deviations, as well as management of these situations
Communicating new and changed policies
Ensuring the standards and procedures are being followed
Facilitating resource commitment and allocation
Identifying and implementing process improvement
Creating, analyzing and distributing process reports
Act as focal point for process, communicate with clients, service providers, and management
Facilitate resolution of issues with items not complying with the process
Following defined escalation path when needed, as defined in the escalation policy
Notifying the participants in the process when standards and procedures are not being followed
Performing day to day process administration
Ensure completeness and integrity of information collected to conduct daily operations
Establishment of measurements and targets to improve process effectiveness and efficiency
Responsible for evaluating the performance of the process
Assists auditing of the process for compliance with documented procedures
Defines those parts of the Process Framework not defined by the Process Owner