CSI Manager Layered Technologies
THIS JOB HAS EXPIRED Summary:
The Continual Service Improvement Manager position will be responsible for aspects of the Operations Center that involve day to day activities as well as proactive strategic execution. This position aligns in the functionality and spirit of ITIL from the standpoint of continuous service improvement initiatives. This position will focus on four mai categories and the CSI Manager will be responsible for identifying Continual Service Improvement in all four categories:
Corporate Change Manager: responsible for the all-inclusive change process ensuring that the LT change process is followed per procedures. Analyze all aspects including metrics to provide process improvements
Automation Program Manager: Executing initiatives that automate day to day functions of the Operations Center
Problem Manager Process Owner: As defined via ITIL. Lead initiatives that will react to existing problems and then facilitate working teams to resolve those problems to avoid future impacts to LT or clients.
Metrics Design, Collation and Analysis: Obtain data pertaining to the functions and output results of the Operations Center and collate them into an executive level format and conduct analysis to turn such data into information that can increase Client Satisfaction, reduce unnecessary business activities and improve overall efficiency
This position will work closely with Operation Center leadership to develop business strategies that will improve service support and client experience through perpetual process improvement and enhancement while aligning with ITIL quality best practice methodologies. This position will need to share the Layered Tech vision and align the quality and process efforts to achieve corporate goals and objectives
The CSI Manager will be responsible for compiling the provided monthly raw data from ERP into the Raw Data File and updating subsequent graphs for historical trending purposes
The CSI Manager will be accountable for collating data from the raw metrics file into the Executive Presentation on a monthly basis
The CSI Manager will be accountable for performing trend analysis on metrics to provide information to assist stakeholders in continually driving improvements.
The CSI Manager will be responsible for the Change Control process and ensuring compliance with related processes including CAB, and process improvements
The CSI Manager will be consulted on initiatives that improve the client experience
The CSI Manager will be responsible for leading efforts to improve proactive client support by being the point person for Problem Management
The CSI Manager will be responsible for leading efforts to improve efficiency by facilitating programs directly tied to automation.
The CSI Manager will be responsible for providing information to stakeholders for the purposes of process improvement
The CSI Manager will be consulted by stakeholders on information or data requests and analysis for process improvements for groups within the Operations Center.
Insert raw data information into the Operations Center Raw Data Metrics file on a monthly basis and updating trending graphs within the subsequent spreadsheet.
On a monthly basis update the Executive Presentation with collated data and graphs from the metrics file
Hold regular meetings with stakeholders on information derived from the metrics file for the purposes of process improvement and in support of client satisfaction.
Hold daily CAB meetings to review, approve and communicate change control as outlined in ITIL.
Provide educated input on items that will have a direct impact on the experience that our clients encounter
Hold regular meetings with stakeholders on information resulting from Problem Management analysis
Hold regular meetings with stakeholders to brainstorm, summarize, prioritize initiatives that will improve automation in the Operations Center.
Take part in initiatives driven by stakeholders to accumulate, analyze and produce information to support process improvements for the Operations Center.
Other duties as assigned
Previous enterprise, IT or service provider experience at Tier 2 or above level
Ability to quickly adapt to advancing technologies and procedural changes
Proven knowledge of incident and problem solving techniques with an emphasis on a timely communication
Ability to coordinate and communicate effectively with other technologists and business partners to maintain high
Ability to work well in team environment
Excellent verbal, written and analytical skills
Hands on experience with one or more of the following:
Education / Experience
Associates Degree or equivalent education in related fields / or 5 years? experience in related field
3+ years? experience working in IT Service Provider industry at enterprise level
ITIL Foundation Training / Certification (Certification required for management roles)
||Kansas City, MO |
THIS JOB HAS EXPIRED