Continual Service Improvement - Officer

Who we are looking for

The Continual Service Improvement (CSI) role is part of the CSI function within ITSM Global Production Management. The role of CSI Manager is to continually improve the quality, effectiveness, and efficiency of ITSM processes and services.

Why this role is important to us

Our technology function, Global Technology Services (GTS), is vital to State Street and is the key enabler for our business to deliver data and insights to our clients. We’re driving the company’s digital transformation and expanding business capabilities using industry best practices and advanced technologies such as cloud, artificial intelligence and robotics process automation.

We offer a collaborative environment where technology skills and innovation are valued in a global organization. We’re looking for top technical talent to join our team and deliver creative technology solutions that help us become an end-to-end, next-generation financial services company.

Join us if you want to grow your technical skills, solve real problems and make your mark on our industry.

What you will be responsible for

As a CSI Manager, you will:

• Be responsible for managing and making continuous improvements to IT Service Management processes and IT services.
• Continually measures the performance of the service provider, identify the opportunity areas, and designs improvements to processes, services, and infrastructure in order to increase efficiency and cost-effectiveness.
• Communicating with stakeholders, through the agreed-upon communication channels, to provide to them the best practices and standard templates that are available in the knowledge repository
• Collaborating with the Knowledge Management Process owners to have all approved standard templates, process and policy documentation stored in the knowledge repository per the agreed-upon policies
• Designing, developing, maintaining, and conducting train-the-trainer sessions to provide Process and related-tool instructions to State Street and other Focals in order to build a pool of train-the-trainer trainers, and to allow for Process understanding and adherence with the most critical stakeholders from all parties
• In collaboration with Knowledge Management Process owners, recording the training sessions and storing them in the knowledge repository
• Driving a consistent feedback mechanism within all Processes, in accordance with the agreed-upon process and policies, to allow continual improvement through feedback from operations into the overall governance

Leading meetings to drive all agreed-upon improvement plans, and escalating lack of cooperation from State Street and other stakeholders, in accordance with the agreed-upon escalation process and methodologies

What we value

These skills will help you succeed in this role:

• Knowledge of ITIL standards and SIAM Methodologies
• Strong communication skills (written, verbal and presentation).
• Ability to coordinate and communicate across multidisciplinary / multicultural teams across countries and regions
• Proven analytical and problem-solving skills
• Strong collaboration skills; ability to listen and understand without interruption and remain calm and composed, especially in stressful situations
• Good stakeholder management, able to work well under pressure and deal with demanding stakeholders across the business
• Breadth of knowledge across infrastructure and application processes, areas, and technologies

Education & Preferred Qualifications

Technical Bachelor’s degree Minimum of 8 or more years of experience in Continual Service Improvement in ITSM

Additional requirements

ITIL Certification V3 or higher SIAM implementation knowledge

Work Requirement

Four Days work from Office to support APAC/EMEA shift.

About State Street

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

Discover more information on U.S. jobs at StateStreet.com/careers

About State Street

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

Discover more information on jobs at StateStreet.com/careers

Read our CEO Statement