CSI Manager: IT Service Improvement Leader

FTI Consulting; Bowie (MD); On-site; USD 97,000 - 170,000; Full time

Job summary

FTI Consulting is seeking a Manager of Information Technology Continual Service Improvement (CSI) to lead cross‑functional CSI initiatives. You will measure service performance, improve ITSM processes and strengthen reporting to deliver enhanced value.

In this hands‑on role, you’ll drive service‑improvement programs, collaborate with IT teams and business stakeholders, and mentor contributors while ensuring alignment with ITIL practices and enterprise objectives.

Qualifications

• Minimum 7+ years in ITSM, CSI, or analytics.
• 4-year computer science degree or equivalent experience.
• ITIL Foundation certification or equivalent; advanced ITIL preferred.
• Experience with Lean Six Sigma and process improvement methods.
• Willingness to travel to FTI offices as needed.

Responsibilities

• Define and implement a Service Performance Management framework for consistent measurement.
• Manage CSI initiatives end-to-end from intake to benefits realization.
• Analyze trends using ServiceNow data and stakeholder feedback to identify root causes.
• Develop and maintain standardized processes, governance artifacts and maps.
• Create cases for change with value, effort, risk and measurable outcomes.
• Collaborate with Service Desk, End User Services, Infra, Security and EA to improve delivery.

Skills

ITSM knowledge

CSI expertise

Lean Six Sigma

Project management

Stakeholder facilitation

Communication skills

Data analysis

Education

BSc in CS or related

ITIL Foundation certification

Tools

ServiceNow

Power BI

Excel

Visio

Microsoft Office

Job description

FTI Consulting is seeking a Manager of Information Technology Continual Service Improvement (CSI) to lead cross‑functional CSI initiatives. You will measure service performance, improve ITSM processes and strengthen reporting to deliver enhanced value.

In this hands‑on role, you’ll drive service‑improvement programs, collaborate with IT teams and business stakeholders, and mentor contributors while ensuring alignment with ITIL practices and enterprise objectives.