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Customer Problem and CSI Manager



Delivery, Project and Product Management

15 December 2020 - 30 January 2021

Cloud & Infra

Overall information  

The primary objective of Customer Continual Service Improvement Manager is to develop the process and governance required to perform successful CSI management activities and being responsible for the overall effectiveness and efficiency of the CSI for an assigned customer/s. 

A CSI manager ensures that a CSI register, and all service improvement opportunities are properly documented, stored, available and driven to implementation. 

A CSI Manager secure efficient and effective discussion with all stakeholders including a customer/customer. 


Main Responsibilities 

  • Owner of the CSI register 

  • Identifies opportunities for improvement and collects improvement opportunities from other process owners 

  • Acts as an ITIL expert in the analysis and development of existing processes, procedures and methods 

  • Ensures agreed CSI processes is followed and agreed improvements driven to their implementation 

  • Promotes best practices in both areas and ensures healthy relationship with all stakeholders 

  • Schedules and chairs CSI review meetings Internal as well as external 

  • Providing Customer monthly CSI Overview for an assigned customer/customer (open/closed CSI logs, state of improvements)  

  • Secure effective communication towards customer/s, within Delivery Team/s and other stakeholders 


What we expect 

  • Advanced knowledge and understanding of ITIL practices 

  • Understanding company’s environment and processes 

  • Previous experience at an ITIL position and/or a Project Management  

  • Fluent in English language 

  • Strong costumer communication skills 

  • Ability to coordinate and cooperate and being a Team player 

  • To be curious and willing to explore independently and drive improvements 

  • Self – managed 

  • Proactive approach


About TietoEVRY

Welcome to an exciting journey. TietoEVRY creates digital advantage for businesses and societies. We are a leading digital services and software company with local presence and global capabilities. Nordic values and heritage are the foundation of TietoEVRY success. Let's build a brighter future. Together

Read more about us here.

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