Csi Jobs

About The Position

Requirements

• Bachelor's Degree or equivalent in Information Technology, Business, or a related field
• 5+ years of experience in IT Service Management with a strong focus on Continual Service Improvement (CSI) or 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/marketing plans for technical services.
• Deep knowledge of ITIL (specifically the CSI stage and the full service lifecycle).
• Strong project/program management skills with the ability to drive multiple parallel improvement initiatives without owning the underlying services.
• Excellent facilitation, influence, and stakeholder management skills—able to work collaboratively 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 with experience using data to identify opportunities and measure improvement impact.
• High degree of organization, attention to detail, and comfort managing ambiguity in a matrixed environment.

Nice To Haves

• Experience in a higher-education IT environment.
• Background working with a broad portfolio of infrastructure and productivity services (cloud platforms, collaboration tools, printing, storage, backup, etc.).
• Demonstrated success in global/multi-campus service improvement programs.
• ITIL Foundation (or higher) certification strongly preferred.
• Additional certifications in service management, Lean/Six Sigma, or change management a plus.

Responsibilities

• Drive Continual Service Improvement (CSI) across the entire Global Infrastructure and Operations (GIO) service portfolio at NYU.
• Systematically identify, prioritize, and execute improvements that raise service quality, reliability, usability, and value for the NYU community using the ITIL CSI process.
• Own the creation and ongoing maintenance of a comprehensive improvement backlog for every GIO service.
• Develop 3-year service strategies and roadmaps.
• Design targeted marketing and communication campaigns.
• Work collaboratively with service owners to ensure improvements are implemented on time and deliver measurable results.
• Act as the dedicated improvement catalyst and accountability partner for service owners.