Continual Service Improvement Manager, Global Infrastructure and Operations

New York University; New York (NY); On-site; USD 160,000 - 180,000; Full time

Job summary

New York University seeks a Continual Service Improvement Manager in Global Infrastructure and Operations. This role drives CSI across the GIO portfolio, maintains an improvement backlog, and develops 3-year strategies and roadmaps. You will design campaigns and collaborate with service owners to ensure timely, measurable improvements.

The ideal candidate brings 5+ years in ITSM with CSI focus, strong ITIL CSI knowledge, and outstanding communication and stakeholder management skills.

Qualifications

• Bachelor's degree or equivalent in IT, business, or related field.
• 5+ years of IT Service Management experience with a CSI focus.
• Experience leading backlogs, roadmaps, and cross-functional accountability.
• Proven ability to design and execute communication/marketing plans for technical services.

Responsibilities

• Drive CSI across NYU's Global Infrastructure and Operations service portfolio.
• Create and maintain a comprehensive improvement backlog for GIO services.
• Develop 3-year service strategies and roadmaps.
• Design targeted marketing and communication campaigns for improvements.
• Collaborate with service owners to ensure timely, measurable improvements.

Skills

ITIL CSI

Project management

Stakeholder management

Communication skills

Analytical thinking

Education

Bachelor's degree or equivalent

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 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.

Required Skills, Knowledge and Abilities: 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.

Additional Information

In compliance with NYC's Pay Transparency Act, the annual base salary range for this position is USD $160,000.00 to USD $180,000.00. New York University considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and organizational considerations when extending an offer. This pay range represents base pay only and excludes any additional items such as incentives, bonuses, clinical compensation, or other items. NYU aims to be among the greenest urban campuses in the country and carbon neutral by 2040. Learn more at nyu.edu/nyugreen.NYU is an Equal Opportunity Employer and is committed to a policy of equal treatment and opportunity in every aspect of its recruitment and hiring process without regard to age, alienage, caregiver status, childbirth, citizenship status, color, creed, disability, domestic violence victim status, ethnicity, familial status, gender and/or gender identity or expression, marital status, military status, national origin, parental status, partnership status, predisposing genetic characteristics, pregnancy, race, religion, reproductive health decision making, sex, sexual orientation, unemployment status, veteran status, or any other legally protected basis.