IT Service Management Process Owner

We're hiring: IT Service Management Process OwnerWalmart CentroaméricaLocation: Costa Rica
We're looking for an IT Service Management Process Owner who is passionate about operational excellence and eager to drive service management best practices across Walmart Centroamérica.This role is ideal for professionals who excel at process ownership, incident management, service performance optimization, and continuous improvement within enterprise technology environments.
What you'll doIT Service Management & Process OwnershipOwn and govern key IT Service Management (ITSM) processes across the organization.Drive the execution and continuous improvement of Incident Management and Major Incident Management processes.Ensure alignment with ITIL best practices and operational standards.Service Performance & Operational ExcellenceMonitor and improve service performance through key metrics such as SLA, MTTR, service availability, and operational KPIs.Identify trends, root causes, and opportunities to enhance service quality.Lead improvement initiatives focused on efficiency, reliability, and customer experience.Incident & Service Operations ManagementCoordinate and lead the response to critical incidents affecting business operations.Facilitate Major Incident reviews and corrective action plans.Partner with support, infrastructure, engineering, and business teams to resolve complex service issues.Continuous Improvement & GovernanceDevelop and optimize service management processes, documentation, and controls.Promote a culture of continuous improvement and operational accountability.Support automation and process standardization initiatives.Collaboration & LeadershipAct as a trusted advisor and process leader across technology teams.Influence stakeholders and facilitate cross-functional collaboration.Lead initiatives and drive results without direct people management responsibilities.
What you'll bringBachelor's degree in Information Systems, Computer Science, Engineering, or related field.5+ years of experience in IT Service Management, Service Delivery, or Process Ownership roles.Strong experience with Incident Management and Major Incident Management.Knowledge of ITIL frameworks and service management best practices.Experience tracking and improving SLA, MTTR, and operational performance indicators.Excellent stakeholder management and communication skills.Advanced English proficiency.
Preferred QualificationsITIL 4 Foundation certification or higher.Lean Six Sigma certification or continuous improvement experience.Experience with ServiceNow.Project Management experience or certification.Exposure to Site Reliability Engineering (SRE) environments.
Why this role mattersThis position plays a critical role in ensuring service reliability, operational excellence, and technology performance across Walmart Centroamérica. Your work will directly impact business continuity, customer experience, and the effectiveness of enterprise technology services.
Our Commitment to Inclusion & AccessibilityAt Walmart Centroamérica, we foster a culture of belonging. We hire based on competencies, skills, and potential, and we do not discriminate on any basis.We do not request personal information, photographs, or medical tests during our hiring process. Walmart is committed to accessibility and will provide reasonable accommodations as needed.
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