Senior Manager – Continuous Service Improvement

We are looking for an experienced and proactive Senior Manager – Continuous Service Improvement (CSI). In this role, you will oversee and manage the Incident, Change, and Problem Management processes while being responsible for broader service management activities. Your key role will involve driving continuous service improvements and ensuring the efficiency, effectiveness, and compliance of our service management processes. Your leadership will be critical in enhancing service quality, improving client satisfaction, and ensuring that service delivery aligns with our business goals.

Key Responsibilities:

• Leadership & Team Management:

  • Lead and manage the Incident Manager, Change Manager, Problem Manager, and the broader Service Management team for smooth operations and continual improvement.
  • Provide strategic leadership, guidance, and coaching to enhance capabilities in service management processes.
  • Foster a collaborative, accountable, high-performance culture within the service management team.

• Service Management Strategy:

  • Oversee all service management processes in line with ITIL best practices to drive continuous improvement.
  • Develop and implement a comprehensive Service Management strategy for consistent service delivery and client value.
  • Regularly optimize service management processes to adapt to evolving business needs and industry standards.

• Continuous Service Improvement (CSI):

  • Design and execute the CSI strategy using ITIL best practices to enhance service performance.
  • Monitor service metrics (KPIs) and assess the effectiveness of service management processes to identify improvement opportunities.
  • Collaborate with stakeholders to define improvement plans that drive better service outcomes.

• Incident Management:

  • Ensure efficient handling of incidents to minimize business impact and ensure timely resolution.
  • Collaborate with the Incident Manager to identify recurring incidents and initiate proactive measures.

• Change Management:

  • Lead the Change Management process to assess, plan, test, and implement changes without service disruptions.
  • Evaluate risks associated with changes and ensure appropriate approvals are in place.

• Problem Management:

  • Manage the Problem Management process to identify and resolve root causes of recurring incidents.
  • Lead root cause analysis (RCA) efforts to address underlying issues.

• Service Delivery & Stakeholder Engagement:

  • Engage with stakeholders to ensure alignment of service management processes with business needs.
  • Communicate CSI progress and service performance to senior leadership.

• Reporting & Performance Metrics:

  • Develop reports on service performance and improvements for senior management.
  • Analyze performance data to drive continuous improvements in service delivery.

Qualifications:

• Education:

  • Bachelor’s degree in Information Technology, Computer Science, or a related field; Master’s degree is a plus.

• Experience:

  • Minimum of 15 years in IT service management, with at least 5 years in a leadership role overseeing service management processes.
  • Experience leading cross-functional teams and managing complex IT service delivery.

• Certifications:

  • ITIL Expert or ITIL 4 Managing Professional certification is required.
  • Additional certifications in Lean Six Sigma, ITSM tools, or relevant process improvement methodologies are a plus.

• Skills & Competencies:

  • In-depth knowledge of ITIL frameworks and process management, particularly in Incident, Change, Problem, and Service Management.
  • Strong leadership and team management skills.
  • Proven ability to drive continuous improvement initiatives and implement ITIL processes.
  • Excellent communication skills to engage with stakeholders at all levels.
  • Strong problem-solving abilities and expertise in service management tools that support ITIL processes.

Language Requirements: Not specified.