Manager, Continual Services Improvement

FTI Consulting

. Define, design and implement a Service Performance Management framework .

Posted 9/25/2026full-timeUnited StatesSeniorLead💰 $97,000 - $169,500 per yearWebsite

Tech Stack

Tools & technologies

Cyber SecurityITSMPMPServiceNow

About the role

Key responsibilities & impact

Define, design and implement a Service Performance Management framework
Manage continual service improvement 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 processes, governance artifacts, process maps and operating procedures within an ITIL environment
Create business cases for change with expected value, effort, risk, success criteria and measurable outcomes
Partner with Service Desk, End User Services, Technical Escalation, Infrastructure Management, Information Systems, Cybersecurity and Enterprise Architecture teams
Identify service quality, compliance, governance and operational risks and recommend mitigation actions
Apply ITIL practices to improve processes through standardization, simplification, automation and discontinuance
Establish stakeholder relationships and incorporate business service requirements into improvement priorities
Promote CSI best practices across the Information Technology Group
Represent the CSI function in internal forums
Drive improvement opportunities for user self-service, IT Service Desk, End User Support, Technical Escalation and related service lines
Develop and improve reporting for service level management, operational performance, customer experience and improvement progress
Maintain process maps and supporting ITSM documentation
Translate metrics, evaluations and stakeholder input into recommendations, action plans and success criteria
Provide guidance, training and support on ITSM practices, process adherence, reporting interpretation and improvement methods
Lead or coordinate CSI-related projects and track assignments, milestones and outcomes
Collaborate with GCS leadership, OCIO partners and IT stakeholders on service performance insight and business-aligned decisions
Coach and mentor CSI contributors
Use approved AI and automation tools responsibly for analysis, reporting, drafting and insight generation
Monitor emerging technologies, support models and ITSM capabilities
Assist with supplier improvement initiatives, operational reviews and special projects
Travel periodically, sometimes with limited notice

Requirements

What you’ll need

Minimum 7+ years of relevant IT experience, including IT Service Management, Service Operations, Continual Service Improvement, process improvement, reporting or analytics
Minimum 5+ years of experience supporting service delivery or operational improvement using ITSM techniques and best practices
4-year computer science degree or relevant job experience
ITIL Foundation certification or equivalent practical ITIL experience
Experience with Lean Six Sigma, business process management or other recognized process improvement methods
Ability to travel to FTI office(s) as needed
Applicants must be currently authorized to work in the United States on a full-time basis; this position will not sponsor applicant for work visas
ITIL Managing Professional and PMI Project Management Professional (PMP) certification preferred
Strong knowledge of CSI, ITSM, ITIL practices, Lean Six Sigma concepts and practical application in an IT service environment
Experience leading service improvement workstreams, facilitating stakeholder discussions and coordinating contributors across multiple teams
Experience with ServiceNow reporting, dashboards, analytics, operational metrics and performance trend analysis
Ability to document processes, requirements, workflows, service maps, SLAs, OLAs, knowledge articles and operational procedures
Ability to integrate data from multiple sources, draw conclusions and recommend actions
Ability to prepare and present reports, business cases, recommendations, presentations and research summaries
Strong facilitation skills, including process mapping, workshop facilitation, interviewing, requirement gathering and user story development
Excellent written and verbal communication skills
Strong attention to detail, organization, follow-through and ability to manage multiple priorities
Ability to work through ambiguity and develop alternative plans or process improvements
Collaborative working style and ability to build trusted relationships across teams
Ability to coach and mentor staff or project contributors
Working knowledge of large-scale technology programs, IT infrastructure environments, support operations and service delivery models
Practical experience using Microsoft Office, Visio, PowerPoint, Excel, Power BI or similar tools
Ability to use approved AI tools responsibly
Project management experience, including planning, tracking, stakeholder communication, risk management and measurable outcomes

Benefits

Comp & perks

Professional development opportunities
Periodic travel opportunities
Equal opportunity employment