Continual Service Improvement Manager

Continual Service Improvement Manager Job Description Template

Our company is looking for a Continual Service Improvement Manager to join our team.


  • 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.


  • 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.