Service Improvement Lead

3 weeks ago

West London, United Kingdom Investigo Full time
Company Overview
Investigo is collaborating with a prominent London-based FTSE 100 organization undergoing a significant IT transformation.

Role Overview
The organization is seeking a Service Improvement Lead to play a pivotal role in fostering ongoing enhancements, elevating service quality, and ensuring that services are in alignment with the strategic objectives of the organization.

Key Responsibilities
  • Drive the enhancement and assurance of services to the organization.
  • Utilize data analysis and stakeholder feedback to improve service performance.
  • Collaborate with process owners to optimize and refine service delivery.
  • Engage with the organization to identify pain points and lead IT Operations and Digital teams in implementing service enhancements.
  • Define and monitor key performance indicators (KPIs) to assess the effectiveness of service delivery.
  • Analyze end-to-end service delivery processes to identify and eliminate inefficiencies.
  • Oversee service assurance for critical systems to prevent chronic issues from escalating into critical incidents.
  • Work with Service Delivery and Service Operations to identify and report on potential service risks, ensuring reports are suitable for senior management.
  • Leverage data analytics to uncover trends and patterns in service performance.
  • Ensure service levels meet or exceed customer expectations and respond to ongoing customer requirements.
  • Develop, manage, and implement projects aimed at optimizing service processes, reducing operational costs, and enhancing overall efficiency.
  • Facilitate communication and collaboration among teams to ensure a cohesive approach to service improvement.
  • Establish benchmarks and targets for service levels, collaborating with internal teams and supply chain partners to achieve and surpass these goals.

Required Experience
  • Proven experience in leading a global service offering.
  • Strong background in delivering critical IT services within an operational context.
  • Ability to partner effectively with internal and external stakeholders, providing value-added services.
  • Demonstrated success in managing senior-level stakeholders, with a capacity to influence and persuade across the organization.
  • Experience in managing diverse supplier frameworks.
  • Strong supplier management skills, fostering effective relationships through a business partnering approach.
  • Experience operating across multiple countries and cultures is advantageous, though not mandatory.

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