SUMMARY: The Continual Service Improvement (CSI) Manager plays a strategic role in enhancing the quality, stability, and efficiency of IT services by driving structured improvement initiatives. This role involves identifying areas for improvement, implementing changes, and measuring the effectiveness of those changes to ensure IT services are continuously optimized for business objectives. The role is responsible for managing stability-focused projects, collaborating with cross-functional teams, and delivering executive-level dashboards to support application stability.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties and special projects may be assigned.
- Develop and maintain the CSI Strategy:
- Define the vision, goals, and roadmap for continual service improvement. Align CSI initiatives with business objectives and IT service management (ITSM).
- Identify Improvement Opportunities:
- Analyze performance data, customer feedback, and service metrics to uncover areas for improvement. Identify opportunities for Alerts and Observability and drive implementation. Collaborate with data quality improvement opportunities. Conduct regular service process reviews.
- Project Management:
- Plan and manage Stability improvement projects from initiation to completion. Coordinate cross-functional teams to implement changes. Produce Executive Dashboards & PowerPoint presentations to support Application Stability evaluation, utilizing Incident trend analysis and Problem action plans.
- Facilitate Process Improvements:
- Work with process owners to enhance ITSM processes (e.g., Incident, Problem, Change...). Drive ITSM Shift Left initiative in collaboration with IT Operations, Production Support, and other department heads. Drive ITSM process maturity assessment.
- Measure and Report on Service Performance:
- Collaborate to mature KPIs and metrics to evaluate service quality and improvement impact. Produce regular reports for stakeholders and leadership. Compile information for the Quarterly ITSM report.
- Stakeholder Engagement:
- Collaborate with department Heads and Team Leads to gather feedback, current challenges and prioritize initiatives. Communicate improvement plans and progress to stakeholders.
- Manage the CSI Register:
- Maintain a centralized log of all improvement initiatives. Prioritize and track progress of CSI activities.
- Promote a Culture of Continuous Improvement:
- Perform research of industry best practices, propose solutions, and drive changes. Educate and engage staff in CSI principles. Encourage feedback and innovation from all levels of the organization.
- Governance and Compliance:
- Ensure improvements comply with internal policies and external regulations. Support audits and risk assessments related to service quality.
- Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.).
- Adheres to Bank policies and procedures and completes required training.
- Identifies and reports suspicious activity.
EDUCATION
Associate's Degree preferred
EXPERIENCE
- 10+ Years of experience working within IT environments, ideally within banking or highly regulated industries, with a focus on implementing and managing ITSM processes
- Proven track record in leading training and mentoring programs for ITSM teams, fostering a culture of excellence, accountability, and continuous learning
CERTIFICATES, LICENSES, REGISTRATIONS
- Portfolio Management Professional (PMP) preferred
- Information Technology Infrastructure Library (ITIL) preferred
KNOWLEDGE, SKILLS AND ABILITIES
- Demonstrated ability to turn raw data into high-impact narratives, dashboards, and forecasts that drive executive decision-making and strategic planning.
- Strong leadership and communication skills, with experience influencing across multiple levels of an organization and driving cross-functional collaboration.
- Strong analytical skills, with the ability to monitor, analyze, and report on key performance indicators (KPIs) to assess ITSM effectiveness and leverage insights for continuous improvement initiatives.
- Comfortably operating in ambiguity
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BankUnited
Aug 19, 2025