Global IT CSI Manager: Drive Service Improvement

FTI Consulting; Chicago (IL); On-site; USD 97,000 - 170,000; Full time

Job summary

FTI Consulting is seeking a Manager, Information Technology Continual Service Improvement to lead CSI across Global Customer Services, driving measurable value through ITIL practices and data‑driven analysis.

You will partner with IT teams and business stakeholders to define frameworks, measure performance, and mentor staff while ensuring alignment with corporate strategy and risk controls. This role requires occasional travel and is based in the United States.

Qualifications

• Minimum 7+ years of IT experience in IT Service Management, Operations, CSI, or analytics.
• Minimum 5+ years delivering service improvements using ITSM practices.
• 4-year computer science degree or relevant job experience.
• ITIL Foundation certification or equivalent; advanced ITIL preferred.
• Experience with Lean Six Sigma, BPM or other process improvement methods.
• Willingness and authorization to travel to US offices as needed.

Responsibilities

• Define a Service Performance Management framework for consistent measurement of team and service effectiveness.
• Lead CSI initiatives from intake through delivery with scope, alignment, action planning and benefits tracking.
• Perform trend analyses and root-cause reviews using ServiceNow data and operational metrics.
• Develop standardized ITIL processes, governance artifacts and operating procedures for CSI portfolio.
• Collaborate with Service Desk, End User Services, Infrastructure, Security and EA to improve IT service delivery.

Skills

ITIL Certification

Lean Six Sigma

Project Management

Stakeholder Facilitation

Data Analysis

Communication Skills

Education

4-year CS degree

Tools

ServiceNow

Power BI

Visio

Excel

Job description

FTI Consulting is seeking a Manager, Information Technology Continual Service Improvement to lead CSI across Global Customer Services, driving measurable value through ITIL practices and data‑driven analysis.

You will partner with IT teams and business stakeholders to define frameworks, measure performance, and mentor staff while ensuring alignment with corporate strategy and risk controls. This role requires occasional travel and is based in the United States.