Level 3 Requirements

• Demonstrates advanced knowledge of IT Service Management, Continual Service Improvement, service performance measurement and process improvement concepts.
• Independently manages CSI initiatives, analysis, reporting, process design and improvement workstreams from definition through implementation and measurement.
• Integrates information from ServiceNow, operational metrics, stakeholder feedback and process reviews to identify root causes, improvement opportunities and practical recommendations.
• Effectively prepares for and facilitates stakeholder meetings, using clear objectives, data, action plans and follow-up to move improvement work forward.
• Conveys clear expectations to project contributors, coordinates resources across teams and supports delivery of quality work products that meet agreed timelines and service outcomes.
• Coaches team members and stakeholders on responsible, consistent use of ITSM processes, reporting practices, approved AI tools and continual improvement methods.
• Identifies compliance, governance, service quality and operational risk considerations and takes appropriate action to escalate, mitigate or incorporate them into improvement plans.

About the Role

The Information Technology Group (ITG) is a collection of people, processes and technology investments designed to achieve the business goals of FTI Consulting. The Manager, Information Technology Continual Service Improvement (CSI) is a hands-on leadership role within Corporate Information Technology Group - Global IT Customer Services. This position will manage and execute service improvement initiatives across Global Customer Services, partnering with IT teams and business stakeholders to measure service performance, improve ITSM processes, strengthen reporting and deliver enhanced value to the business.

What You'll Do

The primary purpose of the Manager, Continual Service Improvement role is to identify, coordinate and drive ongoing service improvement activities within the Global Customer Services delivery lifecycle. The role uses data, stakeholder feedback, ITIL practices and process improvement methods to improve service quality, reduce operational friction and help ITG deliver measurable value to the business.

• Support the definition, design and implementation of a Service Performance Management framework that enables consistent measurement of team and service effectiveness.
• Manage CSI initiatives from intake through delivery, including scope definition, stakeholder alignment, action planning, execution tracking, benefits measurement and post-implementation review.
• Perform trend analysis, service audits and root-cause reviews using ServiceNow data, reporting platforms, operational metrics and stakeholder feedback.
• Develop and maintain standardized processes, governance artifacts, process maps and operating procedures required to support a CSI portfolio within an ITIL environment.
• Create clear cases for change that describe the business problem, expected value, effort, risk, success criteria and measurable service improvement outcomes.
• Partner with Service Desk, End User Services, Technical Escalation, Infrastructure Management, Information Systems, Cybersecurity, and Enterprise Architecture to improve the integrated operating model for IT service delivery.
• Use available data to identify service quality, compliance, governance and operational risks; recommend practical actions to mitigate those risks.
• Apply ITIL practices to analyze and improve existing processes, procedures and workflows through standardization, simplification, automation and discontinuance where appropriate.
• Establish and maintain productive relationships with stakeholders to ensure business service requirements are understood and incorporated into continual improvement priorities.
• Promote CSI best practices across the Information Technology Group.
• Represent the CSI function professionally in internal forums and serve as a trusted resource for service improvement planning and execution.
• Drive improvement opportunities for user self-service, IT Service Desk, End User Support, Technical Escalation and related ITG service lines.
• Develop, maintain and improve reporting that measures service level management, operational performance, customer experience and improvement progress.
• Maintain a library of process maps and supporting documentation for relevant ITSM and service delivery processes.
• Monitor practices and processes to guide implementation of compliance, quality and improvement strategies.
• Translate metrics, evaluations and stakeholder input into recommendations, action plans and clearly defined success criteria.
• Provide guidance, training and support to staff and stakeholders on ITSM practices, process adherence, reporting interpretation and improvement methods.
• Lead or coordinate projects related to continual service improvement initiatives, ensuring assignments, milestones and outcomes are clear.
• Collaborate with GCS leadership, OCIO partners and IT stakeholders to provide service performance insight and support business-aligned decisions.
• Coach and mentor contributors supporting CSI work, including sharing expertise, setting clear expectations and identifying development opportunities.
• Use approved AI and automation tools responsibly to accelerate analysis, reporting, drafting and insight generation while preserving sound judgment, quality assurance and FTI policy compliance.
• Understand emerging technologies, support models and ITSM capabilities that may improve employee experience and service delivery.
• Assist with supplier improvement initiatives, operational reviews and special projects as assigned.
• Periodic travel may be required, sometimes with limited notice.

How You'll Grow

ITG uses an "IT Service Portfolio" approach to align with business priorities, and to articulate and communicate the diversification of IT investments for the business. FTI Consulting leverages the Information Technology Group (ITG) to accomplish the following goals: Improve Practitioner Productivity and grow the business with IT, Reduce Risks with IT in the business, and manage a balanced set of IT investments that meet business objectives. We encourage our employees to become "Super Users" of all our services, take advantage of multiple opportunities to work with colleagues on the wide array of cross functional to inter department projects, and self-improve through professional development.

Basic Qualifications

• Minimum 7+ years of relevant IT experience, including experience in IT Service Management, Service Operations, Continual Service Improvement, process improvement, reporting or analytics.
• Minimum 5+ years of experience supporting service delivery or operational improvement using ITSM techniques and best practices.
• 4-year computer science degree or relevant job experience
• ITIL Foundation certification or equivalent practical ITIL experience; advanced ITIL certification preferred.
• Experience with Lean Six Sigma, business process management or other recognized process improvement methods.
• Ability to travel to FTI office(s) as needed Applicants must be currently authorized to work in the United States on a full-time basis; this position will not sponsor applicant for work visas.

Preferred Skills

• ITIL Managing Professional and PMI Project Management Professional (PMP) certification preferred.
• Strong knowledge of CSI, ITSM, ITIL practices, Lean Six Sigma concepts and their practical application in an IT service environment.
• Experience leading service improvement workstreams, facilitating stakeholder discussions and coordinating contributors across multiple teams.
• Experience with ServiceNow reporting, dashboards, analytics, operational metrics and performance trend analysis.
• Demonstrated ability to document processes, requirements, workflows, service maps, SLAs, OLAs, knowledge articles and operational procedures.
• Ability to integrate data from multiple sources, draw practical conclusions and recommend actions that improve service quality, efficiency and customer experience.
• Proven ability to prepare and present written reports, business cases, recommendations, presentations and research summaries for technical and non-technical audiences.
• Strong facilitation skills, including process mapping, workshop facilitation, interviewing, requirement gathering and user story development.
• Excellent written and verbal communication skills with the ability to tailor messages to executives, managers, technical teams and frontline support staff.
• Strong attention to detail, organization, follow-through and ability to manage multiple priorities in a fast-paced, deadline-driven environment.
• Comfortable working through ambiguity, framing problems clearly and incorporating alternative plans or process improvements to solve issues.
• Collaborative working style with the ability to encourage open discussion, consider divergent views and build trusted relationships across teams.
• Ability to coach and mentor staff or project contributors, share knowledge and help teams adopt improved practices.
• Working knowledge of large-scale technology programs, IT infrastructure environments, support operations and service delivery models.
• Practical experience using Microsoft Office, Visio, PowerPoint, Excel, Power BI or similar tools to document, analyze and communicate service information.
• Ability to use approved AI tools responsibly to support research, analysis, reporting and drafting while identifying limitations, data-quality risks and areas requiring human judgment.
• Project management experience, including planning, tracking, stakeholder communication, risk management and delivery of measurable outcomes.

#LI-Hybrid

#LI-DB1

Compensation
Minimum Pay: $97,000
Maximum Pay: $169,500

Compensation Disclosure: The compensation range reflects potential base salary for the role. Actual compensation is determined based on a wide array of relevant factors including market considerations, business needs, and an individual's location, skills, level of experience, and qualifications.