Service Improvement Manager
3 days ago
Service Improvement Manager Fixed term contract to 2025 with extension to end of 2026
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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