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Service Improvement Manager

Steria Recruitment
Job LocationSalford
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Intelligent Resource Limited is working in partnership with a major client in the UK. We are currently recruiting a Service Improvement Manager for a permanent role based in Salford.ROLE DETAILS

  • Managing and accountable for high-level, complex solution development, architecture and management processes from concept ideation through development, launch and maintenance. with the aim of continual improvement on the effectiveness and efficiency of the organisation and its customers.
  • Leading the IT Service Improvement Team, consisting of Service Improvement Officers. Provide Supplier Management on external consultancy performance and ITSM Tool suppliers as required. Manage any additional Business Analysts, IT Service Management (ITSM) Consultants, ITSM Tool Developers (both external consultancies and internal agency/contract) as required on an adhoc /occasional basis.
  • Responsible for creating, and supporting the development and continual improvement of service management policies, processes and procedures.
  • Responsible for the management and development of information systems across the organisation as a major aspect of the role.
  • Responsible for using Business Analysis techniques to identify improvements in Service Management, Service Delivery and internal policies, processes and procedures.
  • Analyze requirements and offer efficient solutions to business requirements, advising on options, risk and impacts on business processes and technical solutions regarding these improvements.
  • Responsible for managing or facilitating the success of all improvement projects managed within Service Improvement Plans (SIP) using project management and software development frameworks and methodologies such as PRINCE2, AgilePM and SCRUM to conduct and facilitate their outcomes.
  • Understanding project context and key scope and scheduling elements Champion and advocate in ensuring the IT service provider is focused on Continual Service Improvement (CSI) to the levels required by the organisation and customers, and at all levels throughout the organisation.
  • Define complex business solutions which align with and support client requirements, needs and enterprise environment.
  • Responsible for leading, and actioning, and testing the development of Service Management Tools. Developing bespoke configuration of ITSM Tools either personally, or in conjunction with external consultants/developers, managing and owning the ITSM Tool Roadmap.
  • Supporting ITSM Tools used by both internal and external customers, providing System Administration,
  • Development and Fault Fixing support.
  • Manages service reviews, to improve service quality where necessary and conduct internal audit to identify improvement opportunities and identify more effective ways of providing a service, against Industry Standards such as Service Desk Institute (SDI) and international standards such as ISO20000, ISO9000 series and ISO27000 series.
    • Required Skills
  • Demonstrable experience with IT Service Management Ability to think and act both strategically and tactically.
  • Technical understanding with ability to translate into business requirements.
  • Audit and analytical experience or understanding.
  • Demonstrable advanced problem analysis and solving skills
  • Proven understanding of Business Analysis techniques and methods
  • Experience of systems development lifecycle management within a service provider
  • Experience with Service Now administration
  • Ability to gain an in -depth insight and knowledge of customers and their requirements
  • Significant knowledge with the service provider, internal and external customers
  • A good understanding of the organisations business and how IT contributes Familiarity working in both Agile and Waterfall project management method.
  • Experience with process modeling, process architecture, organizational design, project management.
    • Intelligent Resource Limited acts as both an employment business and as an employment agency.Please Note: Shortlisted candidates will be contacted via Call/Email fromApply now to know more.Intelligent Resource Limited is committed to barrier-free and inclusive recruitment. We are a Disability Confident recruiter, and a RIDI 100 and Business Disability Forum partner organisation.Should you choose to contact Intelligent Resource Limited regarding this role or apply for it, all personal data you submit to us will be processed in accordance with our Privacy Notice which you can find on our websiteContact Number : 0121-635-6700Intelligent Resource is committed to barrier-free and inclusive recruitment. We are a Disability Confident recruiter, and a RIDI 100 and Business Disability Forum partner organisation.Should you choose to contact Intelligent Resource regarding this role or apply for it, all personal data you submit to us will be processed in accordance with our Privacy Notice which you can find on our website.

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