Continuous Improvement Manager - QMS

Continuous Improvement Manager – QMS (Quality Management System)
Inside IR35
Duration: 6 months
Location: 2-3 days a week in Manchester (Hybrid)
Please note there will be more on site requirement for the first coupe of weeks.

One of our major clients is seeking an experienced Continuous Improvement Manager to join them as a valuable member of the T Service Operations Team. You will work across all elements of Service Operation to support the delivery of effectively managed services, in maintaining and continuously improving operational performance, compliance and service level achievement.

With a keen interest in quality, process improvement, problem solving, data and statistics, you will work closely with key stakeholders to analyse operational processes and identify, evaluate and implement improvements to support the delivery of high quality and improved service offerings.

You will manage and maintain Quality System processes and associated documentation to ensure compliance with Regulatory Standards and operational expectations. This includes but is not limited to the following quality systems:

• Service Level Reporting
• Vendor Assurance
• Complaint Management
• Document Control
• Internal & External Audit
• QMS performance i.e. KPI’s, Reports etc.

Principal Accountabilities:
• Work closely with the Service Operations Managers, Process owners, and Support teams to monitor and embed a person-centred and quality improvement culture across Service Operations
• Support the provision of World class customer service to all users who contact the service desk
• Be an ambassador for the Service Operations team on quality, communicating key initiatives and driving the message of the importance of quality across the teams
• Ensure all agreed reporting is up to date, specifically take responsibility for weekly and monthly Service Operations KPIs to the Head of Service Operations
• Work with process owners to understand cross functional dependencies and remove barriers fostering collaborative ways of working
• Identify opportunities for improvement aligned to business priorities, develop improvement plans for implementation and monitor and measure new processes to ensure they deliver the intended benefit
• To ensure all Incidents and Service Requests are successfully and accurately identified, categorised, prioritised, diagnosed and managed, whilst delivering excellent and clear communication of incidents, Service Requests and Service updates
• Support continuous improvement of quality documentation and processes to ensure compliance and quality
• Support internal and external audits in line with plan.
• Undertake first line governance audits, to identify, non-compliance issues and support the teams in planning and addressing
• Contribute effectively to establishment and maintenance of the departmental knowledge base
• Application of problem solving, process control, data analysis, and teamwork.

Knowledge, Experience & Skills:

Service
• Good understanding of ITIL practices, ideally with ITIL foundation qualification
• An inquisitive mind with the ability to see and solve basic problems
• Ability to follow and ensure collective adherence to process
• A strong Team work ethic but the ability to work on their own
• Ability to work with Accuracy, Attention to detail, Deliver to timelines, Methodical approach
• Sense of ownership & Professionalism
• Strong written and verbal communication skill
• Keen to go the extra mile
• Help maintain a knowledge base detailing resolutions for common problems/requests
• Awareness of latest changes in standard operating procedures
• Ability to identify trends and reoccurring incidents
• Assist with the continual development of support procedures
• Experience in large global organisation using in-sourced and out-sourced IT services
• Strong experience of IT service, operations, and support.
• Flexible approach and the ability to work to deadlines
• A strong desire to learn and develop within an IT function.

Technology
• Proven experience of IT Service Management toolsets, specifically ServiceNow
• Experience of working across ITIL practices, specifically incident management, service transition, vendor management and change management
• Good knowledge of standard service desk processes
• Technical skills – knowledge of common IT systems like Windows 10, AD and Office 365 is important. You need to have good fault finding and analytical skills too
• Experience of Quality Management Systems and quality assurance tools