Services Business Process Manager

The Global Services Portfolio team is essential to Global Services and its strategy to simplify and converge service offerings that help customers achieve their outcomes. The team focuses on customer outcome-based services, defining integrated plans that support NI platforms across their lifecycle and throughout the customer journey. We are seeking a Business Process Manager to lead the ongoing management and improvement of Services processes across the full lifecycle, from sales and renewals through delivery, support, and retirement. Unlike a project-based role, this position provides continuous ownership of process performance. The Business Process Manager will document and maintain all Services processes to support the organization, develop a clear understanding of how work flows across functions, identify gaps and inefficiencies, and partner with process owners and IT to implement sustainable improvements. The ideal candidate brings strong analytical rigor, a pragmatic approach to change, and a focus on measurable, lasting results. In this Role, Your Responsibilities Will Be: Own the process governance framework for Global Services, including the process inventory, standards, decision rights, and review cadence. Document and maintain all Services processes, including process maps, SOPs, work instructions, and role definitions, ensuring the organization has one current, trusted source for how work gets done. Partner with Services leadership and process owners to build and prioritize the process improvement roadmap based on customer impact, business value, risk, and feasibility, while keeping accountability with the business owners. Define the end-to-end process architecture across the Services lifecycle, including roles, handoffs, controls, and system requirements across functions. Drive improvements to sales, renewal, and delivery processes across all channels to support scale, clear accountability, and a consistent customer experience. Set lifecycle management standards for services from launch to retirement, including feedback loops, issue resolution, and end-of-life execution. Liaises with IT, translating business needs into system and infrastructure requirements and influencing IT priorities. Lead root-cause analysis for complex, cross-functional process issues and ensure corrective actions have clear owners and lasting results in partnership with the Customer Experience organization. Define and track process performance measures, report results to leadership, and use data to guide improvement decisions. Lead change management and adoption through training, targeted communications, and coaching that build process management capability across the organization. Identify and develop individuals across the organization to become Subject Matter Experts who represent different teams involved in the processes to capture feedback, cascade updates, and provide first-level support that drives adoption.

You are a structured, detail-oriented process professional who understands how work flows across an organization and ensures it is clearly documented, consistently followed, and continuously improved. You see well-maintained process documentation as the foundation for alignment, accountability, and scale. You build credible partnerships with Sales, Delivery, IT, and Operations, identify process breakdowns, and build consensus on practical solutions without relying on direct authority. You prioritize with sound judgment and measure success by sustained adoption and business results. For This Role, You Will Need: Bachelor’s degree in Business, Engineering, Operations, Information Systems, or a related field, or equivalent practical experience. 7+ years of experience in business process management, operational excellence, business analysis, service operations, or continuous improvement. Demonstrated experience mapping and improving end-to-end processes that cross functions and systems. Experience defining business