Service Improvement Manager
4 weeks ago
The Role – REMOTE, WALES
A pureplay cyber consultancy based in Wales is looking to add a Service Improvement Manager to their growing operations team, reporting directly to the Head of Service. The role manages all Continual Service Improvement (CSI)s across all customers, technology, processes, partners, functions, and staff, maintaining a holistic view of all improvement requirements across the organization.
Responsibilities:
- Supporting the owners of the improvements to achieve the required quality level to agreed timescales and costs (if appropriate).
- Work alongside the owner of quality standards such as ISO9001, ISO27001, and ISO20000 to assist the improvement of wider organisational processes, as required.
- Measure and continually improve Service Operations.
- Ensuring the correct prioritisation of Continual Service Improvements.
- Service Assurance: ensuring that the service meets the agreed contractual agreements.
- Own the Service Reporting Process, running customer reports, providing analysis of the data, adding the analysis into the reports, and identifying service improvements.
- Design, operate, and improve a mature CSI process, ensuring quantifiable measurement of improvements, based on ITIL guidelines.
Requirements:
- Minimum 3 years experience working for an IT Managed Service Provider (MSP) or equivalent.
- Excellent understanding of service methodologies and approaches; preferably with previous IT operational management.
- Excellent verbal, written communication, and presentation skills together with the ability to deliver customer presentations.
- Data analysis, interpretation, and written report presentation
To be fast-tracked for this position, please reach out to Prav Mahes on LinkedIn.
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