IT CSI Lead — Service Improvement & Analytics

FTI Consulting; Washington (District of Columbia); On-site; USD 97,000 - 170,000; Full time

Job summary

FTI Consulting is seeking a Manager, Information Technology Continual Service Improvement (CSI) to lead cross‑functional CSI initiatives within Global Customer Services. You will measure service performance, improve ITSM processes, and deliver enhanced value to the business.

In this hands‑on leadership role, you will coordinate CSI programs, leverage data and stakeholder feedback, and drive improvements across ITG with partners across Service Desk, Infrastructure and Cybersecurity.

Qualifications

• Minimum 7+ years of relevant IT experience, including ITSM, Service Operations, Continual Service Improvement, process improvement, reporting or analytics.
• Minimum 5+ years supporting service delivery or operational improvement using ITSM techniques.
• 4-year computer science degree or relevant job experience
• ITIL Foundation certification or equivalent practical ITIL experience; advanced ITIL certification preferred.
• Experience with Lean Six Sigma, business process management or other recognized process improvement methods.

Responsibilities

• Define and implement a Service Performance Management framework that enables consistent measurement of team and service effectiveness.
• Manage CSI initiatives from intake through delivery, including scope definition, stakeholder alignment, action planning, execution tracking, benefits measurement and post-implementation review.
• Perform trend analysis, service audits and root-cause reviews using ServiceNow data, reporting platforms, operational metrics and stakeholder feedback.
• Develop and maintain standardized ITSM processes, governance artifacts, process maps and operating procedures for a CSI portfolio within ITIL.
• Create clear cases for change describing the business problem, value, effort, risk and measurable outcomes.
• Partner with Service Desk, End User Services, Technical Escalation and others to improve IT service delivery.

Skills

ITIL Foundation

ITSM

Service Improvement

Lean Six Sigma

CSI

PMP

ServiceNow

Power BI

Excel

Visio

Education

Bachelor's degree in Computer Science

Tools

ServiceNow

Power BI

Excel

Visio

Job description

FTI Consulting is seeking a Manager, Information Technology Continual Service Improvement (CSI) to lead cross‑functional CSI initiatives within Global Customer Services. You will measure service performance, improve ITSM processes, and deliver enhanced value to the business.

In this hands‑on leadership role, you will coordinate CSI programs, leverage data and stakeholder feedback, and drive improvements across ITG with partners across Service Desk, Infrastructure and Cybersecurity.