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Continuous Improvement Consultant

4 months ago

Hatfield, United Kingdom Computacenter Full time

Location: UK - Hatfield, UK - London, UK - Reading, UK - Nottingham, UK - Manchester, UK - Mobile England | Job-ID: 208489 | Contract type: Standard | Business Unit: Customer Success & Service Delivery

Life on the team  

We are excited to announce we are now looking to hire a Continuous Improvement Consultant. Working as a Continuous Improvement Consultant you will be accountable for leading strategic improvement projects or programmes for Group Managed Services and developing a culture of continuous improvement across GMS.


You will design, consult, and manage varied improvement projects and programmes around our working processes, measurement and reporting and tooling optimisation. Your projects will deliver improvements in efficiency, management control, quality, customer experience and an overall reduction in cost to serve. You will also act as Process Lead in broader Change programmes, providing process governance and assurance to ensure that ways of working are designed with the end to end in mind. 


So, who are we? 


With a global reach, Group Managed Services (GMS) is the largest division within Computacenter, with 10,000+ employees located around the world. We are experts in delivering managed services to our customers including engineering & maintenance, service desk and technical infrastructure services, putting the customer at the heart of everything we do. 


What you’ll do


You will support the Head of Continuous Improvement in raising the maturity of Process Ownership in GMS and developing end to end mindsets. This includes working with senior leadership to appoint Process Owners where there are gaps and working with Process Owners to ensure a smooth handover from project to business as usual, equipping Process Owners with the skills, knowledge, and expertise to embed and continually improve processes.


Specific tasks include:


Driving Quality and Continuous Improvement through GMS

You will be aware of the standards, measures and policies operated by GMS. You will also have specialist knowledge of one or more of our key Delivery Engines. You will operate within our Quality Management System (QMS) following a defined lifecycle through which to deliver improvements. You will consult our Operational teams, to enable them to improve and evolve their methods, systems, and governance. You will design and deliver improvement projects. Support and inspire Operational Excellence functions in identification and adoption of relevant changes to local practices that enable compliance to quality standards. Support our operations in establishing Measures that Matter and building these into their Governance. Establish a solid network across GMS including within Service Excellence, Delivery Leadership, Operational Functions, PIM and Design and Transition and Transformation to cover all aspects of our deal lifecycle framework. Coaching greenbelts and yellow belts through improvement projects Be a showcase for following our internal QMS standard processes especially the PDCA process. Coaching operational teams to embed habits for daily improvement through cascading strategy and measures, setting up huddles and visual management. Providing support and coaching on Lean leadership such as encouraging leaders to go back to the floor, to encourage problems to be surfaced and to ultimately create the environment for continuous improvement.


What you’ll need

You will be an excellent communicator, able to motivate and inspire to win hearts and minds. You will be able to communicate effectively at all levels of the organisation. You will have experience in leading and driving culture change internationally in busy operational environments and working at all relevant levels. You will understand Continuous Improvement and Quality and how we consider it in everything we do. You will know how to analyse working practices, tooling workflows, reporting and governance, to identify opportunities for improvement., You will know how to express improvement opportunities in terms of the actual value they will generate, expressing this value in terms of cost to serve, quality and efficiency. You will be a strong mentor and coach, able to support and guide others in continual improvement.