Service Improvement Manager
2 weeks ago
Service Improvement Manager
Exciting opportunity to join a large not-for-profit organisation that is deeply committed to helping vulnerable and marginalised groups. Working as a Service Improvement Manager, you’ll be responsible for driving continuous improvement to support service excellence for a large and complex Government contract.
The role:
Experienced in managing service improvement for a complex framework agreement/Government contract or similar previously
String experience of process improvement and process mapping techniques
Working knowledge of ISO9001 and quality management systems
People leadership and engagement skills
Problem solving experience.
Manage and keep up to date all information and data on the obligations under the large contract in place with Government
Effective use of Management Information and data to help shape continuous improvement in service delivery, with ability to spot opportunities to improve and upgrade
Focus on quality of service, efficiencies, cost reduction, improving outcomes, collecting feedback to action and delivering social value
Managing change projects / improvement projects, including impact assessments, risk, pilot proposals, trials, evaluation methods and tools
Present proposals that alter elements of the service in order to achieve continuous improvement, as part of the contractual obligations
Help manage projects and update RAID logs on project progress
Research into new systems and innovations that can support improvement and service delivery
Skills & Experience Required:
Knowledge and understanding of a range of performance improvement tools and techniques at the level necessary to inform and conduct effective impact assessments of proposed policy and service change initiatives
The ability to think critically and be a solutions focussed service improvement manager; experience of managing this for a government contract at a primary contractor will be desirable however any relevant experience will be considered.
Demonstrable experience in contributing to the design and delivery of end to end change management processes, including the implementation of new services within a large prime contract delivery model within quality, time and cost limits
Negotiation and influencing skills to manage dissent, encourage participation and overcome barriers
Excellent organisational skills, attention to detail, effective time management and the ability to manage competing priorities to respond to tight deadlines
Strong data management and IT skills with experience of Microsoft Word, Excel, PowerPoint, Outlook and database systems
Project skills/ability and ideally some formal Project Management certification; PMI, PMP, APMP, Prince2, Agile etc
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