IT Process Performance Manager
Full time @Advanced Chemical Industries PLC (ACI) posted 3 hours ago in Chemical Manufacturing Shortlist Email JobJob Detail
-
Job ID 33218
-
Career Level Manager
-
Experience 5-6 Years
-
Min. Qualification Master’s Degree
-
Gender Any
-
Industry Experience FMCG (Fast Moving Consumer Goods)
-
Candidate Age 26 to 35 years
-
No. of Vacancy 1
-
Job Location Dhaka Division
Job Description
Education
- Master of Science (MSc) in Computer Science
Experience
-
- 5 to 8 years
- The applicants should have experience in the following business area(s): Manufacturing (FMCG), Wholesale, Food (Packaged)/Beverage, Agro based firms (incl. Agro Processing/Seed/GM), Electronic Equipment/Home Appliances, Group of Companies, Chemical Industries, Automobile, Paint, Toiletries
Additional Requirements
- Age 26 to 35 years
-
Strong knowledge of ITIL framework and service management best practices.
-
Experience with ITSM tools (e.g., ServiceNow, ManageEngine, Jira Service Management)· Â
-
Strong analytical and reporting skills.
-
Experience in SLA governance and service performance monitoring.
-
Proven experience in technical writing, business process mapping, and documentation.
-
Ability to simplify complex technical workflows into user-friendly guides.
-
Proficiency with process modeling tools (such as Ms. Visio) and knowledge bases (Confluence, ServiceNow).
-
Strong interviewing skills to extract information from subject matter experts.
Responsibilities & Context
Job Responsibilities:
-
Develop, standardize, and maintain IT Standard Operating Procedures (SOPs).
-
Ensure all IT processes are documented, version-controlled, and compliant with internal policies and regulatory requirements.
-
Drive process adoption across IT teams through training and governance mechanisms.
-
Periodically review and optimize processes for efficiency and risk reduction.
-
Define, implement, and monitor Service Level Agreements (SLAs), OLAs, and KPIs.
-
Collaborate with business stakeholders to align SLAs with business priorities.
-
Track SLA performance and lead corrective action planning for deviations.
-
Prepare periodic SLA performance reports for management review.
-
Develop and maintain end-to-end service maps, including dependencies between infrastructure, applications, and business services.
-
Maintain and update the IT Service Catalog.
-
Ensure clear service ownership and accountability across IT domains.
-
Support impact analysis and risk assessment through accurate service mapping
-
Establish performance dashboards and reporting frameworks
-
Monitor service availability, incident trends, response/resolution times, and service health indicators.
-
Identify recurring issues and drive root cause analysis (RCA) and continuous improvement initiatives.
-
Provide executive-level reporting on service performance and operational risks
-
Lead initiatives to improve service quality, operational efficiency, and user satisfaction
-
Identify automation opportunities to enhance process effectiveness.
-
Benchmark IT service performance against industry best practices (e.g., ITIL framework).
-
Promote a culture of operational excellence within IT.
Skills & Expertise
Other jobs you may like
-
Executive, Business Planning | ACI Agrolink Ltd.
- @ Advanced Chemical Industries PLC (ACI)
- Dhaka, Bangladesh, ACI Centre, 245 Tejgaon Industrial Area, 1208