Service improvement manager - Wales, United Kingdom - LT Harper - Cyber Security Recruitment

Description

• Service improvement manager / Continual Service Improvement (CSI)s
• Remote but must be based in Wales
• £60,000k

The Role

A specialist security company based in Wales is currently looking to add a Service improvement manager into their growing operations team, reporting to the Head of Service.

This role manages all Continual Service Improvement (CSI)s across all customers, technology, processes, partners, functions, and staff, maintaining a holistic view of all improvement requirements across the organization.

The role owns the CSI process which will be an Information Technology Infrastructure Library (ITIL) based process. The role directly influences the quality of service onboarding and delivery of their services, along with the relationships with customers. The role drives value realisation demonstrated by assisting the customer in meeting their desired service outcomes.

The role will work particularly closely with the Customer Success (CS) Managers who interface with customers and often define and document the suggested improvements. The role will demonstrate many improvements through measurement and reporting and is expected to operate and improve the Service Reporting process.

The role will be responsible for:

• Measure and continually improve Service Operations.
• Ensuring the correct prioritisation of Continual Service Improvements.
• Supporting the owners of the improvements to achieve the required quality level to agreed timescales and costs (if appropriate).
• Service Assurance: ensuring that the service meets the agreed contractual agreements.
• Own the Service Reporting Process, running customer reports, providing analysis of the data, adding the analysis into the reports, and identifying service improvements.
• Design, operate and improve a mature CSI process, ensuring quantifiable measurement of improvements, based on ITIL guidelines.
• Work alongside the owner of quality standards such as ISO9001, ISO27001, ISO20000 to assist the improvement of wider organisational wide processes, as required.

Skills, Knowledge & Experience Essential

• At least three years' experience working for an IT Managed Service Provider (MSP) or equivalent.
• At least three years' experience organising and managing tasks.
• Excellent understanding of service methodologies and approaches; preferably with previous IT operational management.
• Excellent verbal, written communication, and presentations skills together with the ability to deliver customer presentations.
• Data analysis, interpretation, and written report presentation

Desirable

• An IT based University Degree.
• A high-level technical understanding of IT environments.
• Project Management Experience
• Understanding of ITIL v3.
• Use of process improvement methodologies such as Lean, and Six Sigma.
• Experience using Microsoft Access.
• Experience using a query language such as SQL.
• Microsoft Office's Visual Basic for Applications (VBA) would be an advantage.

For more information, please contact Filmon Goitom