Continuous Service Improvement Manager

  • Category: Service Management
  • Location: S40 - Chesterfield
  • Region: Midlands
  • Salary: £40,000-£50,000 + Excellent Benefits
  • Permanent
  • Ref: PR/000553
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Last updated 3 months ago

An exciting opportunity to join a well-known UK brand based in Chesterfield. The Continuous Service Improvement Manager will deliver measurable continual improvement to the Service Delivery through the design, implementation, operation and reporting elements of all process areas.The successful candidate will be responsible for implementing, reviewing and validating Continual Improvement Plans for every process areas and interactions with service providers.They will also co-ordinate, support and validate SLA’s in line with agreed reporting timescales, ensuring alignment with contracts and support models.The successful candidate will provide reporting to demonstrate benefits, develop pipeline of future service improvements and will own and chair Continual Service Improvement Governance forums.

Skills and Experience Needed:

  • Good ITIL knowledge with ITIL Foundation Qualification
  • Experience of using ServiceNow would be an advantage
  • Understanding the importance and key components of an SLA
  • Experience of managing or implementing CSI activities
  • Understanding the commercial natures of SLA’s to a supplier
  • Able to work well in a team
  • Experience of analysing and interpreting service data against SLA targets
  • Experience of engaging with suppliers and stakeholders at a senior level to facilitate SLA disputes
  • Experience working in a SIAM function
  • Experience working in an ITIL function where CSI activities are or have been performed
  • Experience of reviewing contract schedules would be an advantage
  • Strong influencing skills and personal gravitas
  • Broad experience and detailed understanding of UK I.T. industry
  • Ability to recognise and adapt to changing demands by adoption of change, issue, and risk management covering both process, financial and people impacts
  • Ability to understand contractual elements of Service Level Agreements to ensure service reporting is accurate

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