Continuous Service Improvement Lead

OverviewContinuous Service Improvement Lead - Telecoms / Defence / SCIDALocation: Warwick HQ (CV34 5AH) - Hybrid WorkingIndustry: Telecoms, MOD, Defence, Critical National InfrastructurePackage: Competitive Starting Salary + Car Allowance + Matched Pension + Flexible BenefitsJoin Telent and help support the UK's critical national infrastructure. As part of the Site Co-ordinating Installation Design Authority (SCIDA) programme - supporting the RAF and wider Defence environments - you will drive a culture of continuous improvement across a high-assurance, security-led service.We\'re seeking a Continuous Service Improvement (CSI) Lead ideally from a Telecoms, MOD, RAF or wider Forces background (other backgrounds and industry experience considered), with strong improvement, stakeholder and governance capability. The role is hybrid working, with two days a week based at our Warwick headquarters and the rest from home. Candidates further afield will be considered if able to travel regularly.Full Right to Work in the UK required, and eligibility to gain NPPV3 / SC Security Clearance.The RoleAs the CSI Lead, you will design, embed and maintain the improvement framework that supports SCIDA\'s assurance, compliance and operational delivery. You will work closely with the Head of AIR SCIDA, supporting contract performance, customer satisfaction and the delivery of continuous improvement across MOD and RAF environments. Operating at the intersection of service optimisation, stakeholder engagement and change management, you will help shape a consistent, high-performance culture.CSI Lead - What You\'ll DoContinuous Improvement Governance - Develop and maintain a continuous improvement approach using OODA Loops (mobilisation) and PDCA (steady-state operations)Lead the Continuous Improvement Plan (CIP) as a live and evolving documentPromote improvement culture and ensure adherence to governance and best practices across MOD, RAF and Telent teamsStakeholder Engagement & Communication - Communicate improvement plans, progress and outcomes through dashboards, reports, forums and presentationsFacilitate reviews, workshops and innovation summits to validate and celebrate improvement activityProcess & Practice Implementation - Build and deliver training programmes (Lean, Six Sigma, Agile) to develop CI capabilityDevelop recognition mechanisms to reinforce positive improvement behavioursTrack and manage initiatives through SharePoint CI registers, Planner Kanban boards and Excel tracking toolsPerformance Measurement & Reporting - Define and monitor KPIs for efficiency, quality, engagement and innovationUse dashboards and analytics to report performance and drive decision-makingConduct regular reviews and adapt improvement strategies based on data and feedbackInnovation & Change Management - Identify and promote opportunities for process, tool or service improvementLead business case development, prioritisation and successful implementation of initiativesCSI Lead - Who You AreYou are a proactive, credible and analytical improvement leader, confident working with senior stakeholders and operating in complex or regulated environments such as Defence, RAF, Telecoms or large technical organisations. You combine structured thinking with strong communication skills, can influence effectively, and enjoy embedding sustainable, measurable improvements.CSI Lead - Key RequirementsExcellent communication, facilitation and reporting skillsExperience presenting to senior stakeholders and customersProven background in service improvement, business analysis or related fieldsStrong knowledge of CI methodologies (OODA, PDCA, ITIL)Customer-facing and presentation experienceQEHS / contract documentation writing capabilityITIL 4 Foundation qualificationNPPV3 / SC Security Cleared (or ability to obtain)Experience designing and delivering training and recognition programmesStrong capability with Microsoft Apps (Teams, Forms, Power Automate, Lists, SharePoint, Planner)Confident user of and experience of PowerBI, VLOOKUP, Pivot Tables (MS Excel)Analytical mindset with KPI measurement and reporting experienceFull UK Driving LicenceExperience working within MOD / RAF organisationsPrevious or current SCIDA experience (highly desirable)Knowledge of Oracle, Remedy ITSM and / or other similar business toolsExperience adapting CI approaches to changing business needsKnowledge of Defence ICT standards and JSP 101Change Management Practitioner or equivalent experienceAn understanding of RAF and / or Defence structuresTelent - What We OfferA career at Telent provides opportunities to grow, innovate and contribute to nationally important work. We value diversity, encourage new ideas and support continuous development.BEN1 Car Allowance26 days annual leave + 8 bank holidays (with buy / sell options)Company-matched pensionFlexible Benefits portalFamily-friendly policiesWellbeing and occupational health supportTelent Reward Scheme - discounts on cinema, restaurants, shopping and moreWe are committed to an inclusive culture where everyone feels they belong, can be themselves and thrive. Our people reflect the diverse communities we support.Telent Core Values : Be Collaborative, Be Inclusive, Be Customer Focused, Take Responsibility #J-18808-Ljbffr