Itil Process Manager Jobs in Arizona (NOW HIRING)

The Governance & Knowledge Manager owns organizational governance, documentation standards, standard operating procedures, policies, and institutional knowledge management across the Division. This role serves as the architect of how the Division operates — ensuring critical processes, frameworks, and knowledge remain durable, accessible, and consistent as the organization scales beyond 1,000+ employees. The Governance & Knowledge Manager partners with Delivery Directors, Program Managers, IG corporate stakeholders, and PMO&O peers to ensure governance frameworks support operational excellence without creating administrative burden.

Governance Framework Management

• Develop and maintain Division-wide governance frameworks
• Establish governance cadence and review structures
• Ensure organizational standards are consistently applied
• Support compliance with internal and client governance requirements

Standard Operating Procedure (SOP) Ownership

• Develop and maintain SOPs across delivery and enablement functions
• Manage SOP version control, approvals, and distribution
• Support implementation of new SOPs across delivery organizations
• Conduct periodic SOP reviews and updates

Policy & Standards Administration

• Manage Division-level policy administration
• Coordinate with IG corporate functions on policy alignment
• Ensure employee awareness and acknowledgment of policy updates
• Support audit readiness and compliance reviews

Knowledge Management

• Own the Division's knowledge repository strategy
• Govern SharePoint, Teams, and document management structures
• Manage lessons learned repositories and continuous improvement libraries
• Ensure critical knowledge is captured, preserved, and accessible

Operational Playbooks

• Develop operational playbooks supporting Model T and SPS
• Maintain frameworks for mobilization, governance, and program execution
• Support PMO&O delivery enablement initiatives

Contract & SOW Operationalization

• Support operationalization of MSOW and SSOW frameworks
• Develop operational exhibits, RACI matrices, scope documentation
• Translate contractual requirements into executable operational standards

Required Qualifications

• 6–9+ years of experience in governance, knowledge management, process design, business operations, or operational excellence
• Strong understanding of governance frameworks, SOP development, and document control
• Experience managing SharePoint or enterprise knowledge management platforms
• Strong analytical and communication abilities
• Experience supporting large-scale operating organizations

Preferred Qualifications

• Experience supporting managed services, manufacturing, or technical services organizations
• Familiarity with operational excellence methodologies (Lean Six Sigma, ITIL, ISO 9001)
• Familiarity with Insight Global operating model
• PMP, Six Sigma Blackbelt, or equivalent certifications

Key Performance Indicators (KPIs)

• SOP coverage and currency
• Knowledge repository utilization
• Policy compliance rates
• Audit readiness scores
• Process documentation quality
• Continuous improvement initiative throughput

Success Profile

The Governance & Knowledge Manager is successful when:

• The Division operates from a documented, durable operating system
• Critical knowledge is preserved beyond individual employees
• SOPs are current, accessible, and consistently applied
• Audit and compliance reviews are passed with minimal friction
• Operational consistency improves across delivery organizations
• New employees can quickly become operationally effective

Required Qualifications

• 6–9+ years of experience in governance, knowledge management, process design, business operations, or operational excellence
• Strong understanding of governance frameworks, SOP development, and document control
• Experience managing SharePoint or enterprise knowledge management platforms
• Strong analytical and communication abilities
• Experience supporting large-scale operating organizations

Preferred Qualifications

• Experience supporting managed services, manufacturing, or technical services organizations
• Familiarity with operational excellence methodologies (Lean Six Sigma, ITIL, ISO 9001)
• Familiarity with Insight Global operating model
• PMP, Six Sigma Blackbelt, or equivalent certifications

Key Performance Indicators (KPIs)

• SOP coverage and currency
• Knowledge repository utilization
• Policy compliance rates
• Audit readiness scores
• Process documentation quality
• Continuous improvement initiative throughput

Success Profile

The Governance & Knowledge Manager is successful when:

• The Division operates from a documented, durable operating system
• Critical knowledge is preserved beyond individual employees
• SOPs are current, accessible, and consistently applied
• Audit and compliance reviews are passed with minimal friction
• Operational consistency improves across delivery organizations
• New employees can quickly become operationally effective