The OpportunityAn exciting opportunity for an IT Service management professional to join this organisation as it looks to both reimplement ITIL and lead on delivering continual service improvements (CSI) as they seek to improve their service management maturity.Working with management across the business, the IT Quality and Improvement Lead will play a role is key to the success and continued development of the IT Service Management function, ensuring the IT department meets the business needs. In addition you will be accountable for continual improvement across the IT function, ensuring that continual improvement is embedded in the department's culture. The organisation operates a flexible working policy where you will be in the office 3 days a week. The RoleIn this newly created role, you will:

Develop and oversee a Continual Service Improvement (CSI) programme.
Conduct an internal audit of IT process adherence and efficiency.
Through the practice of ongoing quality and risk management, ensure the IT function has a recorded understanding of risks that are categorised and prioritised.
Escalate risk to the corporate risk and governance function
Own customer satisfaction surveys, respond and develop improvement plans
Monitor SLA reporting, challenging process owners/managers to develop improvement plans
Have full accountability for the function's communications plan
Actively participate in Service Transition activities to ensure a smooth transition from the project phase into live service.
Assure new IT services are defined with clear goals, objectives and audit/monitoring techniques are defined.
Deputise for the Head of ITSM & Infrastructure where required.
Demonstrate an understanding of the strategic direction of the business, identifying improvement plans to support the department in meeting its goals and objectives.
Attend meetings with suppliers, colleagues, and internal customers to present improvement plans and monitor ongoing progress.
Produce reports for the senior leadership team and departmental management, to show progress against key performance indicators including the progress of existing CSI initiatives and plans for improvements identified in the reporting period.

The PersonWith experience in an IT service management, you will be proficient with influencing managers, leaders and colleagues in an ITIL or operations environment.In addition, you will have worked with project management methodologies in the context of continual service improvement (e.g., Agile, Scrum) and can demonstrate the development of operational reports with recommendations made from the data presented.Experience in leading continual service improvement (CSI) workstreams across the broad department, and experience in the development a running of internal quality/process audits is desirable.

IT Quality & Improvement Lead

Service Desk Manager

Site Manager

Project Coordinator