Manager, Continual Services Improvement

FTI Consulting is the leading global expert firm for organizations facing crisis and transformation. We work with many of the world’s top multinational corporations, law firms, banks and private equity firms on their most important issues to deliver impact that makes a difference. From resolving disputes, navigating crises, managing risk and optimizing performance, our teams respond rapidly to dynamic and complex situations.

FTI Consulting is the leading global expert firm for organizations facing crisis and transformation. We work with many of the world’s top multinational corporations, law firms, banks and private equity firms on their most important issues to deliver impact that makes a difference. From resolving disputes, navigating crises, managing risk and optimizing performance, our teams respond rapidly to dynamic and complex situations.

At FTI Consulting, you’ll work side‑by‑side with leaders who have shaped history, helping solve the biggest challenges making headlines today. From day one, you’ll be an integral part of a focused team where you can make a real impact. You’ll be surrounded by an open, collaborative culture that embraces diversity, recognition, professional development and, most importantly, you.

Are you ready to make your impact?

The Information Technology Group (ITG) is a collection of people, processes and technology investments designed to achieve the business goals of FTI Consulting. The Manager, Information Technology Continual Service Improvement (CSI) is a hands‑on leadership role within Corporate Information Technology Group – Global IT Customer Services. This position will manage and execute service improvement initiatives across Global Customer Services, partnering with IT teams and business stakeholders to measure service performance, improve ITSM processes, strengthen reporting and deliver enhanced value to the business.

The primary purpose of the Manager, Continual Service Improvement role is to identify, coordinate and drive ongoing service improvement activities within the Global Customer Services delivery lifecycle. The role uses data, stakeholder feedback, ITIL practices and process improvement methods to improve service quality, reduce operational friction and help ITG deliver measurable value to the business.

• Support the definition, design and implementation of 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 Service Now data, reporting platforms, operational metrics and stakeholder feedback.
• Develop and maintain standardized processes, governance artifacts, process maps and operating procedures required to support a CSI portfolio within an ITIL environment.
• Create clear cases for change that describe the business problem, expected value, effort, risk, success criteria and measurable service improvement outcomes.
• Partner with Service Desk, End User Services, Technical Escalation, Infrastructure Management, Information Systems, Cybersecurity, and Enterprise Architecture to improve the integrated operating model for IT service delivery.
• Use available data to identify service quality, compliance, governance and operational risks; recommend practical actions to mitigate those risks.
• Apply ITIL practices to analyze and improve existing processes, procedures and workflows through standardization, simplification, automation and discontinuance where appropriate.
• Establish and maintain…