Continual Service Improvement Manager, Global Infrastructure and Operations

Overview

The Continual Service Improvement Manager, Global Infrastructure and Operations exists to drive Continual Service Improvement (CSI) across the entire Global Infrastructure and Operations (GIO) service portfolio at NYU. Using the ITIL CSI process, this role systematically identifies, prioritizes, and executes improvements that raise service quality, reliability, usability, and value for the NYU community. The role owns the creation and ongoing maintenance of a comprehensive improvement backlog for every GIO service, develops 3-year service strategies and roadmaps, designs targeted marketing and communication campaigns, and works collaboratively with service owners to ensure improvements are implemented on time and deliver measurable results. The incumbent does not own or deliver the services themselves; instead, they act as the dedicated improvement catalyst and accountability partner for service owners.

Responsibilities

Required Education:

Bachelor's Degree or equivalent in Information Technology, Business, or a related field

Required Experience:

5+ years of experience in IT Service Management with a strong focus on Continual Service Improvement (CSI) or equivalent improvement/program management roles. Demonstrated success leading service improvement initiatives in a complex, multi-team, global environment. Experience building and managing improvement backlogs, roadmaps, and cross-functional accountability structures. Proven ability to design and execute communication/marketing plans for technical services.

Preferred Experience:

Experience in a higher-education IT environment. Background working with a broad portfolio of infrastructure and productivity services (cloud platforms, collaboration tools, printing, storage, backup, etc.). Demonstrated success in global/multi-campus service improvement programs.

Required Skills, Knowledge and Abilities:

Deep knowledge of ITIL (specifically the CSI stage and the full service lifecycle). Strong project/program management skills with the ability to drive multiple parallel improvement initiatives without owning the underlying services. Excellent facilitation, influence, and stakeholder management skills—able to work collaboratively with service owners while maintaining accountability. Superior written and verbal communication skills, including the ability to translate technical concepts into clear value propositions for non-technical audiences. Analytical mindset with experience using data to identify opportunities and measure improvement impact. High degree of organization, attention to detail, and comfort managing ambiguity in a matrixed environment.

Preferred Skills, Knowledge and Abilities:

ITIL Foundation (or higher) certification strongly preferred. Additional certifications in service management, Lean/Six Sigma, or change management a plus.