Service Improvement Manager

4 weeks ago

London, United Kingdom Department for Business and Trade Full time

Join a team at the heart of the global economy The Department for Business and Trade ("DBT") and Inspire People are partnering together to bring you an exciting opportunity for Lead Improvement Architects/Managers to create and deliver a Technical Services Improvement Plan which will sit at the heart of the DDaT programme of governance and assurance improvement across their technical estates. Salary between £52,000 to £65,600 plus excellent Civil Service benefits including 27% pension contribution. Salary is dependent on location and technical skills as assessed at interview. Flexible, hybrid working from London, Cardiff, Darlington, Belfast, Birmingham, Salford and Edinburgh.


Find out more about the daily tasks, overall responsibilities, and required experience for this opportunity by scrolling down now.

DDaT is embarking on a significant programme of governance and assurance improvement across our technical estates. This role sits at the heart of these initiatives and will have responsibility for implementing an already advanced Technical Services Improvement Plan, but also for assessing those plans and evolving them where appropriate, using either ITIL aligned processes or similar best practice methodologies. It will involve ensuring accurate documentation, managing stakeholders who want different, sometimes conflicting outcomes from the same process, and engaging across DDaT and wider DBT.

You'll be proactive but thoughtful, well versed in the challenges you will face when rolling out a Technical Services Improvement Plan. You will manage technical and non-technical stakeholders respectfully but firmly and be able to see complicated tasks through to completion. You will be quality and outcome focused, able to understand when to gather more information and when to act and pride yourself in making considered decisions.

In your day-to-day role as a Lead Improvement Architect you will:

  • Lead on the creation and implementation of a Service Improvement Plan, focused initially on Technical and Support Services. This will include identifying and developing improvements to the plan itself based on your own experience of best practice, and defining and evolving Governance
  • Fully document relevant processes and ensure they are agreed to by all relevant stakeholders. You will need to be able to manage active and reactive conversations, know when to escalate, and know when to act
  • Be a senior Subject Matter Expert in a small team of Improvement Architects identifying problems in the team and ensuring you give constructive and adaptive feedback geared towards achieving successful outcomes
  • Engage with Third Party providers where appropriate to ensure plans are seen through to completion
  • Proactively support the wider rollout of Governance principles in our Technology Estate, being able to assure standards

Essential Skills and Experience:

  • Experience creating and implementing Service Design and Improvement programmes
  • Extensive experience in designing and implementing either ITIL aligned processes or in best practice methodologies
  • Managing a wide variety of stakeholders, including technical with conflicting priorities
  • Process mapping
  • Extensive experience collaborating with the technology function

Desirable experience:

  • Experience with implementing Configuration Management Databases in a major tool, e,g. ServiceNow
  • ITIL Foundation, or better, Qualified

Benefits

  • learning and development tailored to your role with accreditations expensed and training days aside
  • a flexible, hybrid working environment with options like condensed hours
  • a culture encouraging inclusion and diversity
  • a Civil Service pension with an average employer contribution of 27%
  • annual leave starting at 25 days rising to 30 days with service
  • three paid volunteering days a year
  • an employee benefits programme including cycle to work

Further information:

This role requires SC clearance. DBT’s requirement for SC clearance is to have been present in the UK for at least 3 of the last 5 years. Failure to meet this requirement will result in your application being rejected and your offer will be withdrawn.

If you are a Lead Improvement Manager and looking for a new challenge, apply today

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