Senior Manager, IT Process Engineer


New York City Remote

Full time

IT / System / Network

May 10

Company Description

Twitter is what’s happening and what people are talking about right now. For us, life's not about a job, it's about purpose. We believe real change starts with conversation. Here, your voice matters. Come as you are and together we'll do what's right (not what's easy) to serve the public conversation.

The Position

As our IT organization navigates the growth of our broader business, it’s increasingly important that we scale to meet the demands of our customers. To ensure that our IT organization can efficiently deliver on outcomes we are hiring a Senior Manager, IT Process Engineer to drive continuous improvement and adoption of operational rigor. This role will report to the Head of IT Business Operations & Strategy.

 You will partner heavily with IT leadership, Engineering Managers and Operational Analytics and other key stakeholders to optimize the delivery of new business capabilities. You will drive best practices to establish and strengthen a continuous improvement mindset across IT. You are expected to strategically develop plans and programs for change implementation in the organization supported by metrics and performance indicators.



  • Conduct research and analysis of existing processes and operational effectiveness
  • Identify continuous improvement opportunities across IT including but not limited to the areas of service management, implementation and strategic alignment
  • Present findings, projections and recommended actions
  • Plan, implement and managing proposed recommendations and projects
  • Support IT Leadership through decision-making regarding continuous improvement and operational rigor to improve quality, eliminate waste and improve process efficiency 
  • Support the development of a long-term organizational strategy for process improvement and adoption
  • Train and guide employees at all levels of the organization in continuous improvement and maintain ongoing engagement
  • Design and workshops based on business objectives and analysis including adopting appropriate approach/methods, facilitation techniques, pre-work, artifacts and deliverables
  • Drive the definition, requirements, and adoption of process performance metrics 
  • Collaborate with analytics team on the deliver of process performance metrics at scale 
  • Bring sense of joy and creativity to the role


  • Must have 8+ years of experience in business administration, management consulting or strategic planning
  • Must have 5+ years of experience in process design and implementing continuous improvement frameworks
  • 5+ years of experience in IT Service Management (ITSM), COBIT, or ITIL
  • Must have experience with process digitization tools such as Remedy, ServiceNow, etc.
  • Must be a strategic thinker with a futuristic mindset who can work through constraints
  • Must have experience leading major components of an organizational transformation initiative
  • Effective communication and interpersonal skills and ability to drive accountability
  • Strong analytical capabilities with the ability to manage a portfolio of continuous improvement projects
  • Demonstrated consultant experience with facilitation, documentation, and proactive relationship building
  • Demonstrated success in building credibility with senior leaders, peers and key stakeholders to drive action and change
  • Be a self-starter with the ability to lead without direct authority 
  • Experience in IT strategy formulation or business operations at the enterprise level
  • An understanding of IT Governance, Risk Management, and Compliance space is desirable
  • Preferred: Lean Six Sigma Master Black or Black Belt Certification; MBA/MS

Additional Information

All your information will be kept confidential according to EEO guidelines.

Here’s all the legal good stuff: We are committed to an inclusive and diverse Twitter. Twitter is an equal opportunity employer. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran, genetic information, marital status, or any other legally protected status.

San Francisco applicants: pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Notice (Colorado Equal Pay for Equal Work Act)

The expected salary range for this role to be performed in Colorado is USD$167,000.00 - USD$234,000.00. Starting pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. This range may be modified in the future.

This job is also eligible for participation in Twitter’s Performance Bonus Plan and Equity Incentive Plan subject to the terms of the applicable plans and policies.

Twitter offers a wide range of benefits to U.S.-based employees, including medical, dental, and vision insurance, 401(k) program with employer match, generous time off for vacation, sick time, and parental leave. Twitter's benefits prioritize employee wellness and progressive support to our diverse workforce.

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