Continual Service Improvement Manager, Global Infrastructure and Operations

Job description

Position Summary The Continual Service Improvement Manager, Global Infrastructure and Operations exists to drive Continual Service Improvement (CSI) across the entire Global Infrastructure and Operations (GIO) service portfolio at NYU. Using the ITIL CSI process, this role systematically identifies, prioritizes, and executes improvements that raise service quality, reliability, usability, and value for the NYU community. The role owns the creation and ongoing maintenance of a comprehensive improvement backlog for every GIO service, develops 3-year service strategies and roadmaps, designs targeted marketing and communication campaigns, and works collaboratively with service owners to ensure improvements are implemented on time and deliver measurable results. The incumbent does not own or deliver the services themselves; instead, they act as the dedicated improvement catalyst and accountability partner for service owners. Qualifications: Required Education: Bachelor's Degree or equivalent in Information Technology, Business, or a related field Required Experience: 5+ years of experience in IT Service Management with a strong focus on Continual Service Improvement (CSI) or equivalent...