Service Transformation Lead

SERVICE TRANSFORMATION LEAD - SERVICE DELIVERY, SERVICE IMPROVEMENT, SERVICE TRANSITIONING, OPERATIONS MANAGEMENT, CUSTOMER SERVICE, SLA, SERVICE PERFORMANCE

A Service Transformation Lead with Service Delivery, Service Improvement, Service Transitioning, Operations Management, Customer Service, SLA, Service Performance experience is required to work on a three month contract with the possibility of extension for our Defence client based in South Wales

OVERVIEW OF THE SERVICE TRANSFORMATION LEAD CONTRACT ROLE

To ensure Finance Services delivers a consistent and continuously improving quality of service to its customers, through developing and ensuring that effective customer relationships and processes exist across the organisation. The role holder will have responsibility for the development and agreement to new Service Definition documents and service change process to support the Finance Services team.

KEY SKILLS REQUIRED FOR THE SERVICE TRANSFORMATION LEAD

- Develop and deployment of a robust service definition and SLA process and supporting documentation across the Finance Services and its customer.
- Develop and deploy the FS service change process across finance services.
- Ensure systems, processes, methodologies are in place to enable effective delivery, monitoring, control and continuous improvement of service outcomes and experience.
- Support, develop and implement the Finance Services Service Desk tool ensuring alignment with Shared Services 'cluster' lines of service.
- Support, develop and implement the Finance Services people development suite across customer facing teams.
- Work with the management team and teams to produce and deliver effective training.
- Ensure service failures process in place across FS teams.
- Build and maintain effective internal relationships with the Service teams across the FS site ensuring that a 'one team' approach is adhered to at all times.
- Provide assurance that customer service is maintained at a high standard as projects/change activities are integrated into service as usual.
- Identify customer service opportunities in respect of current and future service capabilities.

FUNCTIONAL KNOWLEDGE REQUIRED FOR THE SERVICE TRANSFORMATION LEAD

- Experience of high performance Customer Service organisation and teams and what drives their success
- Strong customer relationship skills
- Commercial awareness
- Good knowledge of project management techniques
- Service Excellence

BUSINESS EXPERTISE:

- Strong Operational Management skills preferably gained in a fast paced service centre.
- Networking and communication skills used at peer, and customer levels
- Experience of working in a Service Performance measurement and improvement (including lean/customer service methodology) environment
- Experience of how customer service (output and experience) is measured against external and internal benchmarks
- Ability to drive performance

SPECIALIST SKILLS REQUIRED:

- Customer relationship
- Operational Management preferably Service Centre
- Interpersonal, influencing, communication
- Finance process awareness

Do you know anyone who might be looking for a new role? You could benefit from our candidate referral scheme. Contact me on the above contact details for more information.

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Outsource UK is one of the country's largest and most successful independent recruitment consultancies, specialising in the IT, Digital, Financial Services and Engineering sectors.

We recruit talented people for contract and permanent opportunities, offer a consultative approach and have a reputation for providing a superior service to both clients and candidates.

The business focuses on building long lasting relationships based on reliability and trust. We do this by hiring and retaining a great team of recruitment consultants who listen and understand our client's and candidate's needs.

Our Manchester office (which covers the whole of the UK) provides a "one-stop shop" to clients and candidates operating in the engineering and manufacturing sectors and in addition to Engineers, we source and provide temporary/contract and permanent opportunities for IT, Programme Management and Support Professionals (including Procurement/Purchasing/Supply Chain, HR, Finance and Administrative Support).