Continual Service Improvement Manager Job Description Template
Our company is looking for a Continual Service Improvement Manager to join our team.
Responsibilities:
- Work with Product Management to ensure the CSI backlog is appropriately sequenced against other priorities;
- Manage cross functional requirements and build consensus and virtual teams to resolved repeating customer challenges;
- Establishing good working relationships with customers and other professionals within Ensono;
- Ensuring the development of Knowledge Base articles, to ensure a consistent and robust level of support through the support structure;
- Interface with Customer Success Management to gather feedback and improve overall service delivery;
- Own Service Improvement process and is responsible for managing the backlog;
- Own, document and improve the end-to-end process model;
- Own, document and improve the service catalogue;
- Acting as an internal escalation point for any Problems tickets;
- Analyze ServiceNow to identify ticket trends and opportunities for improvements;
- Identify and manage the technical and process debt.
Requirements:
- Have a passion for Cloud technologies and the power of automation;
- Excellent customer service skills and communication skills (verbal and written);
- Ability to document processes and procedures in a clear, concise and logical manner;
- Competent and methodical administrative experience – with a demonstrable background of good day to day use of Word, Excel and Outlook;
- Ability to work pro-actively in a customer focused team environment;
- Work in an organized and efficient manner without close supervision with a strong attention to detail as part of a global team or as an individual;
- Ability to multi-task with accuracy and work well within required timescales;
- Demonstrated experience and a passion for identifying and solving complex problems;
- Good understanding of the Agile and ITIL Frameworks;
- Demonstrate a high degree of self-motivation and drive;
- Ability to interpret data and to present information in a variety of formats;
- A good understanding of Modern IT methods such as CI/CD;
- Confidence in liaising with personnel at all levels.