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Continuous Service Improvement Specialist

  • Location: West Sussex
  • Salary: Up to £50000 per annum + bonus and benefits
  • Job Type:Permanent

Posted 4 months ago

  • Sector: digital & technology
  • Type: hybrid
  • Contact: Mike Foster
  • Contact Email: mike.foster@handle.co.uk
  • Start Date: ASAP
  • Expiry Date: 18 April 2022
  • Job Ref: BBBH95011

I am seeking a Continual Service Improvement Specialist for one of my aviation clients with experience in championing continual service improvement within an ITIL environment. The ideal candidate must have demonstrable experience creating and running CSI programmes grounded in a CSI framework.

You will need;

  • Knowledge and understanding of best practice CSI and service frameworks (such as ITIL, ISO20k) for the delivery of IT services
  • A practical understanding of what constitutes excellent customer service, how it can be measured and improved and experience of working with colleagues and customers to improve services and outcomes for customers and the business
  • An excellent understanding of project management tools and methodology, including those used for issue and risk management and mitigation
  • Proven ability to constructively challenge and drive change to systems, structures, processes and practices to improve ways of working for teams and service provision for customers
  • The ability to matrix-manage colleagues from other teams to deliver agreed improvements in a collaborative way
  • Excellent stakeholder management skills
  • An in-depth understanding of research and analysis techniques along with well-developed analytical and problem-solving skills
  • A practical understanding of using data and insight to identify and address emerging customer priorities
  • A practical understanding of change management
  • An understanding of performance management tools and techniques, including target setting monitoring and analysis, identifying improvements, and financial performance/budget management and control
  • The ability to write, design and deliver complex information to a wide range of audiences, conveying complex information in a straightforward way
  • The ability to communicate very effectively at all levels and to produce precise, concise reports, correspondence and notes

Below is a brief overview of the role and responsibilities;

  • Knowledge and understanding of best practice CSI and service frameworks (such as ITIL, ISO20k) for the delivery of IT services
  • A practical understanding of what constitutes excellent customer service, how it can be measured and improved and experience of working with colleagues and customers to improve services and outcomes for customers and the business
  • An excellent understanding of project management tools and methodology, including those used for issue and risk management and mitigation
  • Proven ability to constructively challenge and drive change to systems, structures, processes and practices to improve ways of working for teams and service provision for customers
  • The ability to matrix-manage colleagues from other teams to deliver agreed improvements in a collaborative way
  • Excellent stakeholder management skills
  • An in-depth understanding of research and analysis techniques along with well-developed analytical and problem-solving skills
  • A practical understanding of using data and insight to identify and address emerging customer priorities
  • A practical understanding of change management
  • An understanding of performance management tools and techniques, including target setting monitoring and analysis, identifying improvements, and financial performance/budget management and control
  • The ability to write, design and deliver complex information to a wide range of audiences, conveying complex information in a straightforward way
  • The ability to communicate very effectively at all levels and to produce precise, concise reports, correspondence and notes

This is an excellent opportunity to influence service improvement and analysis in an innovative, creative, and fast-paced environment. From day one, you'll have an immediate impact on the day-to-day efficiency of Technology and a lasting effect on customer perceptions of what Technology can do for the client.

Handle actively welcomes applicants from under-represented backgrounds - we pride ourselves on attracting the best talent for every opportunity through a commitment to equality, diversity and inclusion.