Job Description
The ITSM Continual Service Improvement & Innovation (CSI2) SME is the program’s accelerator for measurable progress. You will own the CSI operating model, turning data from ITSM, observability, security, and FinOps into a prioritized improvement backlog and run a predictable cadence of pilots that move the scorecard. You’ll standardize how improvements are proposed, tested, funded, and scaled: define baselines, set clear targets (SLOs/XLAs and cost-per-unit), run A/B or time-boxed trials, and publish results in plain language. In a multi-vendor SIAM environment, you’ll align partners to common metrics and ensure innovations land safely through change control, compliance, and training so gains persist.
HOW THE CSI2 SME WILL MAKE AN IMPACT:
You will replace ad-hoc “good ideas” with a disciplined engine that delivers results quarter after quarter. By linking Voice-of-Customer feedback, incident/problem trends, and unit-cost data to a transparent backlog, y...
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