Responsibilities:
Continual Service Improvement (CSI)
- Lead the identification, planning, and execution of improvement initiatives across IT services to optimize service performance.
- Regularly review service performance metrics (KPIs, SLAs, etc.), customer feedback, and incident data to identify improvement opportunities.
- Perform thorough root cause analysis on recurring incidents or issues and implement corrective actions to minimize future service disruptions.
- Identify gaps and inefficiencies in existing processes, suggesting and implementing best practices to enhance productivity and service quality.
- Develop and maintain a benchmarking process to compare service performance against industry standards and best practices.
- Promote the use of innovative technologies, automation, and tools to improve service delivery.
Delivery Quality Management
- Develop, implement, and maintain a robust quality assurance framework for IT services, ensuring they meet or exceed organizational quality standards.
- Conduct regular internal audits and quality checks on service processes, tools, and systems to ensure compliance with SLAs and continuous improvement.
- Collaborate with stakeholders to understand and enhance the customer experience, ensuring that delivery aligns with customer expectations and feedback.
- Facilitate regular service reviews with key business stakeholders and service teams, driving conversations around service performance, improvement areas, and innovations.
- Identify and manage risks related to service delivery, ensuring risk mitigation strategies are in place.
Leadership and Stakeholder Management
- Lead a team of service improvement professionals, providing guidance, mentorship, and performance management to ensure delivery excellence.
- Work closely with IT teams, business units, and external service providers to drive the continual improvement agenda and ensure alignment with business goals.
- Provide ITIL and service improvement training for IT staff, promoting a culture of continuous learning and improvement within the organization.
Reporting and Governance
- Create and distribute regular reports on the status of CSI initiatives, highlighting achievements, areas for improvement, and recommendations.
- Ensure compliance with ITIL best practices, corporate policies, and regulatory requirements within the scope of IT services.
- Ensure the service catalog is continuously updated to reflect current services, SLAs, and performance metrics.
Qualifications:
- Bachelor s degree in Information Technology, Computer Science, Business Administration, or a related field.
- ITIL V3/V4 Foundation (required).
- ITIL CSI Intermediate (preferred).
- Six Sigma or Lean Certification (preferred)
- Minimum 6+ years of experience in IT Service Management, with a focus on CSI and service delivery.
- Proven experience in driving continual improvement initiatives in a large, complex organization.
- Experience with IT service management tools (e.g., ServiceNow, BMC Remedy) is a plus.
- Strong understanding of ITIL processes, with the ability to implement and drive ITIL CSI across teams.
- Excellent analytical, problem-solving, and decision-making skills.
- Strong leadership and interpersonal skills, with the ability to work effectively across different teams and stakeholders.
- Project management experience is an asset.
- Excellent verbal and written communication skills.
- Ability to work under pressure and manage multiple priorities.
