IT Continual Service Improvement Manager (CSI)
Outside IR35
Largely Remote - Corsham circa 1-2 days per month
6months+
SC Clearance Required


Job Description:
The main purpose of the Continual Service Improvement role is to use methods from quality management to learn from past successes and failures. Continual Service Improvement aims to continually improve the effectiveness and efficiency of IT processes and services.
Key outputs of the role are to:
* Own and communicate the CSI vision throughout the IT Supply Chain.
* Provide overall direction and guidance for improvement objectives.
* Work with all other areas of Service Management (Service Owners, Product Owners, Process Owners and Managers, etc) to identify and manage the improvement plan (identify improvements, review & prioritise improvements, build improvement plans, drive the implementation of improvement plans).
* Where feasible, look to recommend / utilise appropriate tooling to gather data and ensure that they are configured effectively.
* Ensure the right governance is in place for all improvement initiatives.
* Focus on operational and performance insight, trend analysis to facilitate improvement of new or existing services.
* Driving and managing the implementation of Continual Improvement Plans for process areas, focussing on Supplier Management and Service Level Management & Reporting as initial priorities.
* Work closely with others to provide governance, transparency, and accountability on tracking & reporting on service maturity (CSI model).
* Working alongside the Service Manager to perform regular health checks of the IT services by seeking opinions/perceptions of the key stakeholders.
* Review, analyse, prioritise, and make recommendations on improvement opportunities in each service lifecycle stage.
* Identify and implement specific activities to improve IT service quality and improve the efficiency and effectiveness of the enabling ITSM processes.
* Integration, review and validation of Continual Improvement Policy and Framework to deliver a consistent improvement experience.
* Visibility and management of delivery components to identify where efficiencies can be made.
* Engage in relevant lessons learned forums and provide advice and guidance to project management and solution delivery teams where appropriate.
* In addition, the individual will be expected to:
* Proactively seek improvement opportunities in main aspects of current role.
* Be self-motivated and show willingness to progress and learn.
* Understand and contribute to the delivery of aspirational metrics.
* Identify and progress risks and issues through to suitable conclusion, escalating where appropriate.
* Make decisions but knows when to seek advice from colleagues or leadership.
* Prioritise and manage workload effectively.
* Understand the processes and knows where to find the current documented versions.
* Adhere to processes for managing documentation and document control.
* Proactively review process documentation and suggest improvements to current documentation.
* Demonstrate a proficient and continually advancing level of IT literacy.
* Attention to detail and collaborative working.

Skills and Experience:
* Experience of working in a mature ITIL compliant environment.
* Detailed understanding of IT Service Management, both within the development life cycle and in service delivery.
* Service improvement planning strategies.
* Good virtual team management experience.
* Previous operational experience.
* Working knowledge of Remedy is desirable especially relevant to reporting.
* In depth reporting experience via industry standard toolsets (examples - Excel, PowerPoint, PowerBI).
* Good understanding of IT infrastructure environment(s).
* Experience of CSI objective definition, baselining of measurements, data collection, processing, analysis, presentation thereof and implementation of suggested improvements.
* ITIL v3 or 4 Foundation certificate required.
* Experience of working with Agile and Lean practises

Key Strengths:
* Be able to adapt and open to new technologies, processes, and tools.
* Able to develop excellent relationships with stakeholders.
* Confident working under pressure and able to pivot and respond to different demand signals.
* Methodical and disciplined approach to work.
* Excellent listening skills.
* Able to prioritise workload but recognising the need to escalate where needed.
* Able to work unsupervised.
* Work effectively in a team environment.
* Strong analytical, problem solving and risk assessment skills.
* Able to critically analyse and interpret reporting outputs, trends, metrics, and measures.


Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 10 weeks. LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.