Continual Service Improvement Manager, Global Infrastructure and Operations

New York University Tisch School of the Arts

. Drive Continual Service Improvement across the entire Global Infrastructure and Operations service portfolio at NYU .

Posted 11/5/2026full-timeNew York City • New York • United StatesMid-LevelSenior💰 $160,000 - $180,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT Service Management with a strong focus on Continual Service Improvement, including the ability to develop service strategies, manage improvement backlogs, and execute communication plans for technical services. Proven track record in leading service improvement initiatives in complex, global environments while effectively collaborating with stakeholders.

Highest-signal resume keywords

IT Service ManagementContinual Service ImprovementITIL KnowledgeProject ManagementStakeholder Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service Improvement InitiativesImprovement Backlog ManagementRoadmap DevelopmentData AnalysisCommunication Plan Design

Soft Skills

Facilitation SkillsInfluence SkillsAttention to DetailOrganizational SkillsAbility to Manage Ambiguity

Certifications & Qualifications

Bachelor's Degree in Information TechnologyBachelor's Degree in Business

Industry Keywords

Global InfrastructureService QualityUsabilityValue PropositionMulti-Team Environment

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Drive Continual Service Improvement across the entire Global Infrastructure and Operations service portfolio at NYU
Systematically identify, prioritize, and execute improvements that raise service quality, reliability, usability, and value
Own the creation and ongoing maintenance of a comprehensive improvement backlog for every GIO service
Develop 3-year service strategies and roadmaps
Design targeted marketing and communication campaigns
Collaborate with service owners to ensure improvements are implemented on time and deliver measurable results
Act as the dedicated improvement catalyst and accountability partner for service owners
Do not own or deliver the underlying services themselves

Requirements

What you’ll need

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

Benefits

Comp & perks

Mostly remote work: remote more than 60% of the time
Base salary of USD $160,000.00 to USD $180,000.00 per year
Equal treatment and opportunity in recruitment and hiring