Continual Service Improvement Manager, Global Infrastructure and Operations

New York University • New York, NY

1d • $160,000 - $180,000

About The Position

The Continual Service Improvement Manager, Global Infrastructure and Operations, drives Continual Service Improvement (CSI) across NYU’s Global Infrastructure and Operations service portfolio. Using the ITIL CSI process, this role identifies, prioritizes, and executes improvements to increase service quality, reliability, usability, and value for the NYU community.

The role creates and maintains a comprehensive improvement backlog for every GIO service, develops three-year service strategies and roadmaps, designs targeted marketing and communication campaigns, and works with service owners to ensure improvements are delivered on time and produce measurable results. The incumbent does not own or deliver the services; instead, they serve as an improvement catalyst and accountability partner for service owners.

Requirements

• Bachelor’s degree or equivalent in Information Technology, Business, or a related field.
• At least five years of experience in IT Service Management, with a strong focus on Continual Service Improvement (CSI), or in equivalent improvement/program management roles.
• Demonstrated success leading service improvement initiatives in a complex, multi-team, global environment.
• Experience building and managing improvement backlogs, roadmaps, and cross-functional accountability structures.
• Proven ability to design and execute communication or marketing plans for technical services.
• Deep knowledge of ITIL, particularly the CSI stage and the full service lifecycle.
• Strong project and program management skills, including the ability to drive multiple parallel improvement initiatives without owning the underlying services.
• Excellent facilitation, influence, and stakeholder management skills, including the ability to collaborate with service owners while maintaining accountability.
• Superior written and verbal communication skills, including the ability to translate technical concepts into clear value propositions for non-technical audiences.
• Analytical mindset and experience using data to identify opportunities and measure improvement impact.
• Strong organization and attention to detail, and comfort managing ambiguity in a matrixed environment.

Responsibilities

• Drive Continual Service Improvement across the Global Infrastructure and Operations service portfolio.
• Identify, prioritize, and execute improvements using the ITIL CSI process.
• Create and maintain a comprehensive improvement backlog for every GIO service.
• Develop three-year service strategies and roadmaps.
• Design targeted marketing and communication campaigns for technical services.
• Collaborate with service owners to ensure improvements are implemented on time and deliver measurable results.
• Act as an improvement catalyst and accountability partner without owning or delivering the underlying services.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level