Process Excellence Lead

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Delivery Strategy & Governance

• Define and implement the overall strategy for application development & maintenance and Center of excellence
• Establish frameworks, standards, metrics, and best practices aligned with organizational and industry standards (ISO, CMMI, ITIL, GxP, Agile, DevOps).
• Identify opportunities to centralize best practices, reduce duplication, and increase efficiency
• Drive adoption of industry best practices and continuous improvement initiatives
• Application Development & maintenance and Center of Excellence
• Establish governance frameworks, decision-making structures, and escalation paths
• Ensure alignment with compliance, risk management, and corporate policies
• Lead governance forums with senior stakeholders to drive accountability and transparency
• Monitor adherence to standards and take corrective actions where needed
• Application Maintenance & Support Quality
• Monitor quality of application support, including incident, problem, change, and release management.
• Track and improve SLAs, KPIs, MTTR, defect leakage, and production stability.
• Build and drive root cause analysis (RCA) and preventive actions
• Ensure consistency across teams in delivery, tools, and operational practices
• Maintain and continuously improve process documentation, playbooks, and templates
• Stakeholder & Team Collaboration
• Partner with Engineering, Product, Operations, and Business stakeholders to ensure alignment.
• Develop stakeholder self-help resources including knowledge bases, portals, and toolkits
• Enable a “shift-left” model through scalable self-service solutions

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• No travel is expected for this position.

Collaboration:

• Working with various external vendors, Internal Business team, Procurement and Legal teams.

EDUCATION AND REQUIRED CREDENTIALS:

• Bachelor’s Degree; Advanced Degree desirable or an equivalent combination of education and experience

EXPERIENCE AND SKILLS:

• 6+ years of experience in Service Assurance, IT Operations, or Service Management, with a focus operating model
• Strong understanding of SDLC, STLC, and ITIL processes.
• Experience with test automation frameworks and CI/CD pipelines.

The rate of pay for this position will depend on the successful candidate’s work location and qualifications, including relevant education, work experience, skills, and competencies.

Annual Rate: $97,000.00 - $163,000.00

Benefit Overview: This position offers a comprehensive benefits package including medical, dental, and vision insurance, a 401(k) with company match, paid time off, parental leave and potential for performance-based bonuses depending on company and individual performance.

Fresenius Medical Care is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sexual orientation, gender identity, parental status, national origin, age, disability, military service, or other non-merit-based factors