Continual Service Improvement Lead (Duluth)

The Continual
Service Improvement (CSI) Manager leads efforts to measure, support and
improve IT services and the processes used to deliver those IT services to meet
or exceed established Service Level Agreements (SLAs). This is a supervisory
job with responsibility to direct, plan and apportion work of employees
including interviewing, selecting, training, recommending the setting and
adjusting of rates of pay and hours of work, coaching and assessing
performance, and ensuring compliance with company and regulatory
policy.  The selected candidate will manage a group of first and second
level managers and other front-line staff to:

  • Collect and analyze IT
    service performance metrics;
  • Measure and report
    performance against SLAs;  
  • Determine the desired
    levels of quality in services (quality assurance and control);  
  • Determine and implement
    ways to verify whether services meet SLAs and customer expectations; 
  • Lead root cause analyses
    that identify and resolve underlying causes of faults or problems with IT
    services and the processes used to deliver IT services;    
  • Determine the needs for and
    build a Knowledge Management (KM) system that captures, stores, retrieves and
    generally makes available knowledge content across the IT user community; Recommend
    ways to mine repositories for hidden knowledge; 
  • Train and provide associated
    training material to client staff for IT components or services introduced
    into the enterprise IT infrastructure;
  • Direct and oversee a Risk
    Management process which includes identifying and evaluating risks, recommending
    risk-reducing measures, and implementing a continual risk evaluation process
    for the program;
  • Create and maintain a work
    procedure / process repository to ensure changes to how the enterprise
    operates are controlled, validated and approved


Required Skills,
Experience, and Education


Twelve (12) years' experience working and leading efforts to
improve the effectiveness and efficiency of IT services and the processes
used to delivery those IT services. Demonstrated experience working on
programs of similar scope, type, and complexity within the Federal Government
is desired. A Bachelor's degree in Computer Science, Math, Statistics, or
related discipline may be substituted for two (2) years of experience,
reducing the requirement to eighteen (10) years of experience. Bachelor's
degree in Computer Science, Math, Statistics, or related discipline from an
accredited college or university is required.

Required Clearance: Candidate must have a TS/SCI
polygraph clearance.



Desired:  ITIL v3
Foundations certification; a solid understanding of IT management


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