Continual Service Improvement Manager; Client -TCS
Listed on 2026-09-21
-
IT/Tech
Change Management, IT Business Analyst -
Business
Change Management
Greetings !
Hiring for TCS Cilent !
Job Role :
Continual Service Improvement (CSI) Manager
Experience: 8+yrs
Location:
Remote
Role Overview
We are looking for an experienced Continual Service Improvement (CSI) Manager to drive continuous improvement across IT services, processes, operations, and service management practices.
The CSI Manager will be responsible for identifying improvement opportunities, establishing improvement priorities, leading cross-functional initiatives, and ensuring measurable improvements in service quality, operational efficiency, customer experience, and business outcomes.
The role will work closely with ITSM process owners, technology teams, service providers, suppliers, and business stakeholders to enhance IT service management maturity and establish a strong culture of continual improvement.
Key Responsibilities- Own and govern the Continual Improvement Management process across the organization.
- Establish, maintain, and continuously enhance the CSI framework, methodology, standards, processes, and governance.
- Identify improvement opportunities through:
- Incident and Problem Management trends
- Change performance
- SLA and service performance
- Customer feedback and experience
- Audits and compliance assessments
- Process maturity assessments
- Supplier performance
- Operational and service data
- Maintain and govern the Continual Improvement Register (CIR) and improvement roadmap.
- Assess, prioritize, and coordinate improvement initiatives based on business value, customer impact, risk, effort, and expected benefits.
- Lead cross-functional improvement initiatives involving ITSM processes, technology teams, suppliers, and business stakeholders.
- Define improvement objectives, scope, owners, milestones, KPIs, benefits, and success criteria.
- Track improvement initiatives from identification through implementation and benefits realization.
- Facilitate continual improvement workshops, process reviews, root-cause discussions, and maturity assessments.
- Analyze service performance data, operational trends, customer feedback, and process metrics to identify areas for improvement.
- Collaborate with Incident, Problem, Change, Service Level, Knowledge, Configuration, Service Desk, and SIAM teams.
- Identify opportunities for automation, standardization, shift-left, self-service, and service experience enhancement
. - Develop and maintain CSI dashboards, management reports, governance packs, and executive presentations.
- Monitor improvement benefits and validate whether initiatives have delivered the intended business and service outcomes.
- Establish and monitor ITSM maturity improvement roadmaps.
- Support ITSM transformation and process optimization initiatives.
- Promote a culture of continual improvement across IT teams and service providers.
- Provide regular updates to senior management on improvement progress, risks, benefits, and overall ITSM maturity.
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