Manager, Continual Services Improvement
Core
Lead continual service improvement initiatives to measure service performance, improve ITSM processes, and deliver enhanced value to the business within Global Customer Services.
Role type
Manager, IT Continual Service Improvement (hands-on leadership)
Builds
Service Performance Management framework, standardized ITSM processes, and improved service delivery models
Domain
IT Service Management (ITSM) / Consulting
Required skills
ITIL practices, process improvement, root cause analysis, stakeholder management, data analysis, change management, coaching, risk mitigation, governance, reporting
Preferred skills
ServiceNow, AI tools, automation, emerging technologies
Technologies
ServiceNow, AI tools
Responsibilities
Define and implement Service Performance Management frameworks; manage CSI initiatives from intake to post-implementation review; perform trend analysis and root-cause reviews using operational metrics; develop standardized processes and governance artifacts; partner with IT teams to improve integrated operating models; coach and mentor team members on ITSM practices; translate metrics into actionable improvement plans.
Seniority
Manager, hands-on leadership
