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The CSI Engineer leads the Continuous Service Improvement (CSI) function within the Operations Strategy Division, overseeing the identification, design, execution, and governance of improvement initiatives across all ITRSS divisions. This role supervises CSI Specialists, ensuring projects are well-defined, measurable, and aligned with organizational goals for quality, efficiency, and resilience. The CSI Engineer also partners closely with leadership across Development, Support, Integration, and QA to embed a culture of improvement, ensuring that every lesson learned translates into a tangible operational enhancement. The position combines analytical precision, governance oversight, and strategic communication, serving as both a mentor to improvement practitioners and a bridge between tactical execution and executive decision-making.

Job Responsibilities

1. CSI Program Oversight

• Supervise all CSI initiatives and activities within the Operations Strategy Division.
  
• Lead project prioritization, scheduling, and resource assignment for the CSI team.
  
• Ensure each initiative aligns with key organizational goals, including performance optimization, reliability, and user satisfaction.
  
• Maintain the division’s CSI portfolio, tracking progress, outcomes, and lessons learned.
  
• Support cross-divisional alignment of CSI efforts with R&D, QA, and ORP programs.

2. Process Governance & Methodology

• Define and implement CSI governance standards, including documentation, review cadence, and approval workflows.
  
• Ensure consistent application of methodologies (Lean, ITIL CSI, Kaizen, etc.) across teams.
  
• Oversee audit readiness and control documentation for CSI-related processes.
  
• Lead the creation and maintenance of the CSI Playbook, institutionalizing best practices.
  

• Coordinate the development and tracking of corrective and preventive action plans.
  
• Collaborate with QA and Engineering teams to confirm that lessons learned translate into systemic change.
  
• Maintain visibility of outstanding corrective actions and ensure closure verification.

3. Metrics, Reporting & Performance Analytics

• Own the design, reporting, and governance of CSI metrics and KPIs.
  
• Analyze operational data to measure the impact of implemented improvements.
  
• Prepare and deliver quarterly reports to the Operations Strategy Manager and CSI Steering Committee.
  
• Develop visual dashboards for continuous monitoring of improvement initiatives.
  
• Support ORP risk mapping and resilience score updates through performance trend data.

4. Leadership & Mentorship

• Supervise CSI Specialists I and II, assigning tasks, reviewing work, and providing developmental feedback.
  
• Facilitate weekly performance reviews, coaching sessions, and professional growth plans.
  
• Lead retrospectives and knowledge-sharing sessions to strengthen the improvement culture.
  
• Act as a subject matter expert (SME) for continuous improvement of frameworks and change adoption.

Requirements

• In-depth knowledge of Continuous Improvement frameworks (ITIL CSI, Lean, Six Sigma, or Kaizen).

• Strong communication skills, advanced English level (C1)

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  Strong analytical and problem-solving skills, with expertise in RCA and performance metrics.
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  Understanding of audit, governance, and compliance standards.
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  Exceptional facilitation, coaching, and change management skills.

• Ability to translate technical data and operational challenges into business-driven improvement actions.

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  5–7 years of experience in process improvement, quality management, or service delivery.
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  Proficiency in Power BI, Excel, or equivalent analytics tools.
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  Experience with Jira, ServiceNow, or similar ITSM tools for data extraction and trend reporting.
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  Proficiency with process visualization software.
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  Skilled in Teams, SharePoint, and Confluence for documentation and collaboration.
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  Familiarity with automation dashboards, KPI tracking tools, and performance analytics integration.
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  2–3 years of supervisory or leadership experience in a technical or process-driven environment.
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  Demonstrated success leading cross-functional improvement projects or governance frameworks.

• Bachelor’s degree in Information Systems, Business, or Engineering; certifications (ITIL, Lean, Six Sigma) strongly preferred.

Benefits