Continuous Improvement Lead

POSITION: CONTINUOUS IMPROVEMENT LEAD

JOB TYPE: CONTRACT (3 MONTHS INITIALLY)

SKILLS: IT, ENTERPRISE, SERVICE DELIVERY MANAGEMENT, ITIL

LOCATION: MILTON KEYNES

RATE: £28.31 PER HOUR

Outsource UK Ltd is actively seeking to recruit a Continuous Improvement Lead for a contract role on behalf of a client.

THE CLIENT:

- A leading Engineering and Defence organisation

THE JOB:

The purpose of the Continuous Improvement Lead role is to review, analyse and make recommendations on improvement opportunities in each service life cycle: Service strategy, Service design, Service transition, Service operation and CSI itself. Identify and implement individual activities to improve IT service quality and improve the efficiency and effectiveness of enabling SMI and Service Processes. Improve cost effectiveness of delivering the SMI and Managed Supplier services without sacrificing customer satisfaction.

To provide a point of interface and escalation (SDM) into the SMI for one or more key suppliers, including:

- Managed Service Performance
- Escalation management
- Identification and management of risk

KEY RESPONSIBILITY AREAS

THE SUCCESSFUL CONTINUOUS IMPROVEMENT LEAD CANDIDATE WILL BE RESPONSIBLE FOR THE FOLLOWING:

- Accountable for defining and implementing a CSI process and methodology with accompanying KPI's, reporting and governance mechanisms
- Contribute to service audits to verify compliance and recommendations of service improvements
- To work closely with Posts ITSOs and Managed Suppliers to understand improvement opportunities and to size, scope and generate business cases that support the implementation of improvement projects whilst effectively prioritising against the other needs of the business to ultimately produce quality service improvement plans
- Responsible for managing and improving the end user experience (as measured by monthly CSAT results)
- Interface for one or more key suppliers into the SMI. Accountable for rapid resolution of issues and working with other members of the SMI team to ensure that suppliers services are delivered effectively
- Influencing all levels of management to ensure that service improvement activities are receiving the necessary support and focus to sufficiently to implement improvements

SKILLS, QUALIFICATIONS & KNOWLEDGE

- ITIL Foundation essential, Practitioner desirable
- Developed communication and diplomacy skills with a strong ability to persuade and influence client and stakeholder relationships
- Experience in managing deliverables via 3rd party vendors in a high profile and/or technically innovative enterprise solution
- Previous experience in a continuous improvement or SDM role
- Very strong communication skills: oral, written, presentation, facilitation
- Ability to think and act both strategically and tactically
- Technical understanding with ability to translate into business concepts

To apply email Paul Scott

Outsource UK Ltd is an 'Award Winning' specialist IT and Engineering Recruitment Firm providing a customized consultative service for contract, interim and permanent roles.

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