Service Enablement – Continual Service Improvement Manager

Grifols

Manager of Service Enablement & Continual Service Improvement responsible for ITSM frameworks. Enhancing healthcare globally through structured governance and operational improvement.

Posted 4/30/2026full-timeClayton • North Carolina • 🇺🇸 United StatesSeniorLeadWebsite

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Establish and operationalize a formal Continual Service Improvement (CSI) framework aligned to ITIL v4 principles.
Design and maintain a centralized CSI register with defined ownership, prioritization criteria, measurable outcomes, and executive visibility.
Conduct structured ITSM maturity assessments and define phased improvement roadmaps aligned to uplift targets.
Define measurable performance indicators across ITSM disciplines, including MTTR, SLA adherence, change stability, service quality, knowledge deflection, and service transition effectiveness.
Establish governance standards for Service Transition and hand-over, ensuring that new or materially changed services are formally reviewed, documented, validated, and accepted prior to operational release.
Define Service Transition criteria including operational readiness checklists, support model validation, knowledge article readiness, CMDB alignment, SLA definition, training completion, and support ownership confirmation.
Facilitate structured service hand-over reviews in collaboration with Change, Demand, Service Desk, Deskside, Platform Enablement, and IT Asset Management to prevent uncontrolled releases into operations.
Ensure that service catalogue entries, documentation artifacts, and workflow configurations are aligned and updated as part of transition governance.
Partner with Knowledge and Service Catalogue owners to ensure services are clearly defined, SLA-aligned, documented, and measurable before go-live.
Analyze operational data, trend reports, user feedback, and audit findings to proactively identify improvement and stabilization opportunities.
Provide structured executive reporting on maturity progression, CSI outcomes, transition quality metrics, and service stability trends.
Collaborate across Process Governance, Platform, and Operational teams to ensure improvement initiatives are governed, feasible, and traceable to measurable outcomes.
Embed disciplined review cycles to assess effectiveness of implemented improvements and service transitions.
Ensure all improvement initiatives, transition artifacts, and governance documentation are audit-ready and compliant with SOX, GxP, and internal quality requirements.
Promote a culture of accountability, transparency, and structured operational discipline across global IT.

Requirements

What you’ll need

Bachelor’s degree in Information Technology, Business, Engineering, or related discipline; Master’s preferred.
Minimum 7+ years of ITSM, service governance, or operational improvement experience.
Demonstrated experience establishing structured improvement and service transition frameworks in enterprise environments.
Strong knowledge of ITIL v4 Continual Improvement and Service Transition principles.
Experience conducting maturity assessments and building measurable uplift roadmaps.
Familiarity with regulated IT environments (SOX, GxP, GDPR).
Experience with ServiceNow ITSM modules, reporting, and governance workflows.
Strong analytical, facilitation, and executive communication skills.
ITIL v4 certification required

Benefits

Comp & perks

Health insurance
Retirement plans
Paid time off
Flexible working arrangements
Professional development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ITIL v4ITSMservice governancematurity assessmentsperformance indicatorsservice transitionoperational readinesschange managementdata analysisreporting

Soft Skills

analytical skillsfacilitation skillsexecutive communicationcollaborationaccountabilitytransparencyoperational discipline

Certifications

ITIL v4 certification