Service Improvement Lead

3 weeks ago

London, United Kingdom Reed Full time

Are you passionate about driving business improvement?

Service Improvement Lead

Location: London Job Type: Full-timeSalary (per hour): £25.49 PAYE//£31.83 Ltd Umbrella 

Join my client, a leading housing association, as a Service Improvement Lead and make a significant impact on corporate projects

In this crucial role, you will collaborate closely with key business stakeholders to understand their requirements and the need for change. Your insights will translate into actionable recommendations, supporting business teams in implementing new ways of working effectively.

Day-to-day Responsibilities:

  • Work with senior leadership teams to define visions for service provision.
  • Assess and document existing end-to-end ways of working (“as-is”), creating a central, credible, and holistic view.
  • Identify gaps and opportunities, challenging teams to simplify and streamline ways of working, focusing on the customer journey.
  • Use internal and external data and insights to influence and inform change opportunities.
  • Understand and communicate the impact of current and proposed service and process design changes on customers and colleagues.
  • Provide fact-based recommendations on improvement opportunities across all levels of the organisation.
  • Identify barriers to implementation and develop solutions that address both business needs and customer satisfaction.
  • Develop visualisations to share complex information in easily digestible formats for stakeholders.
  • Manage project scope, approach, delivery, resource plans, and benefits cases.
  • Proactively manage project delivery to ensure agreed timescales, budgets, and quality are met.
  • Engage with key stakeholders at all levels to collaboratively identify and work through key issues and risks across the project.
  • Manage project budgets within agreed tolerances and ensure effective resource allocation.

Required Skills & Qualifications:

  • Experience in critically analysing processes, solutions, and business cases from various perspectives (customer, people, process, technology, and data).
  • Ability to explain complexity clearly and provide advice to influence decision-making across stakeholders at all levels.
  • Demonstrable experience in documenting as-is and designing to-be solutions with successful implementation of process improvement in a large company.
  • Recognised project or programme management qualification/certification (e.g., Prince2, MSP, PMP).
  • Significant experience in leading complex multi-dimensional projects in a large organisation.
  • Strong communication skills (both written and verbal) with the ability to influence senior stakeholders and customers.
  • Persuasive presenter with strong interpersonal and organisational skills.

This is a temporary opportunity for an initial 6 months. 

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