Infrastructure Core Services Process Manager
HybridTartu, Tartu, Estonia
Job Summary
Develop and maintain the Infrastructure Core services catalog, service documentation standards, and operational governance documentation. Analyze, design, and improve operational processes across Infrastructure Core teams, identifying gaps and risks to drive actions through completion. Establish new operational processes where none exist and promote consistency, transparency, and best practices across infrastructure operations. Develop reporting mechanisms to support performance visibility and collaborate with Infrastructure Managers, Technical Leads, and Engineers to establish service ownership and lifecycle management. Support audit, compliance, and governance initiatives by maintaining effective controls and documentation. Report to the Infrastructure Operation Manager within the newly established Infrastructure Core Process & Project Management function, working across global domains to improve operational effectiveness.
Required Qualifications
- proven experience in process management, service management, IT operations, infrastructure governance, business analysis, or a similar role
- solid understanding of infrastructure domains such as networks, systems, cloud, platform, database, monitoring, or security services
- ability to effectively structure, document, and improve complex technical or operational processes
- excellent communication and stakeholder management skills
- strong analytical mindset and ability to identify risks, dependencies, gaps, and improvement opportunities
- hands-on experience with collaboration and service management platforms such as Jira, Confluence, ServiceNow, CMDB, Monday.com, or similar tools
- ability to manage multiple initiatives simultaneously while maintaining clarity, structure, and alignment
- based in either Tallinn or Tartu, Estonia
Desired Qualifications
- Experience with ITSM processes such as Incident, Problem, or Change Management
- Experience defining service catalogs, ownership models (RACI/RASCI), governance frameworks, or operating models
- Understanding of infrastructure environments, including cloud, networking, security, or platform services
- ITIL, Lean, Six Sigma, or similar certifications
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