Continual Service Improvement - Officer

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Continual Service Improvement - Officer
Who we are looking for
The Continual Service Improvement (CSI) role is part of the CSI function within ITSM Global Production Management.  The role of CSI Manager is to continually improve the quality, effectiveness, and efficiency of ITSM processes and services.
Why this role is important to us
Our technology function, Global Technology Services (GTS), is vital to State Street and is the key enabler for our business to deliver data and insights to our clients. We're driving the company's digital transformation and expanding business capabilities using industry best practices and advanced technologies such as cloud, artificial intelligence and robotics process automation.
We offer a collaborative environment where technology skills and innovation are valued in a global organization. We're looking for top technical talent to join our team and deliver creative technology solutions that help us become an end-to-end, next-generation financial services company.
Join us if you want to grow your technical skills, solve real problems and make your mark on our industry.
What you will be responsible for
As a CSI Manager, you will:
Be responsible for managing and making continuous improvements to IT Service Management processes and IT services.
Continually measures the performance of the service provider, identify the opportunity areas, and designs improvements to processes, services, and infrastructure in order to increase efficiency and cost-effectiveness.
Communicating with stakeholders, through the agreed-upon communication channels, to provide to them the best practices and standard templates that are available in the knowledge repository
Collaborating with the Knowledge Management Process owners to have all approved standard templates, process and policy documentation stored in the knowledge repository per the agreed-upon policies
Designing, developing, maintaining, and conducting train-the-trainer sessions to provide Process and related-tool instructions to State Street and other Focals in order to build a pool of train-the-trainer trainers, and to allow for Process understanding and adherence with the most critical stakeholders from all parties
In collaboration with Knowledge Management Process owners, recording the training sessions and storing them in the knowledge repository
Driving a consistent feedback mechanism within all Processes, in accordance with the agreed-upon process and policies, to allow continual improvement through feedback from operations into the overall governance
Leading meetings to drive all agreed-upon improvement plans, and escalating lack of cooperation from State Street and other stakeholders, in accordance with the agreed-upon escalation process and methodologies
What we value
These skills will help you succeed in this role:
Knowledge of ITIL standards and SIAM Methodologies
Strong communication skills (written, verbal and presentation).
Ability to coordinate and communicate across multidisciplinary / multicultural teams across countries and regions
Proven analytical and problem-solving skills
Strong collaboration skills; ability to listen and understand without interruption and remain calm and composed, especially in stressful situations
Good stakeholder management, able to work well under pressure and deal with demanding stakeholders across the business
Breadth of knowledge across infrastructure and application processes, areas, and technologies
Education &

Preferred Qualifications
Technical Bachelor's degree Minimum of 8 or more years of experience in Continual Service Improvement in ITSM
Additional requirements
ITIL Certification V3 or higher SIAM implementation knowledge
Work Requirement
Four Days work from Office to support APAC/EMEA shift.
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