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Continual Service Improvement Manager: Careers in IT service management by David Whapples

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3 THE ROLE

PURPOSE AND OBJECTIVES OF THE ROLE

The purpose of the continual service improvement manager role is quite simply to facilitate the continual improvement of services across the organisation.

It is not the responsibility of the continual service improvement manager to implement service improvements, but to ensure that others within the organisation do so with the end goal of improving the services that are delivered to the organisation’s customers.

Continual service improvement is the responsibility of all within the organisation, but all too often barriers get in the way of improvements being progressed. The continual service improvement manager is there to remove such barriers and drive others to drive improvements through to completion. ...

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