Service Improvement Manager

• Managing the Service Improvement process life-cycle, ensuring that initiatives are successfully implemented and aligned to Performance Standards and Contracted Service commitments optimising service delivery to the customer.
• Collaborating with stakeholders to gather requirements, conduct analysis, and prioritise delivery aligned with service objectives.
• Leading and managing the implementation of ITIL processes, working closely together with Subject Matter Experts to conduct periodic assessments to verify compliance, ensuring that process gaps and failures are identified and remediated.
• Assessing quality assurance adherence of operational and technical Services Personnel, utilising QA data to highlight training opportunities and process improvements.
• Ensuring that Operational Documentation exists in alignment to End-to-End processes, and reviewing and moderating documents so that they are sufficiently detailed for accuracy and currency.
• Assisting with the maintenance of the Business Service Catalogue.
• Monitoring the performance and reporting on the effectiveness of processes and improvement initiatives to senior management

• A highly developed knowledge of the ITIL Service framework, with extensive experience in ITSM and ITIL based process development within an outsourcing environment.
• Sound knowledge of concepts within IT infrastructure, and experience in the management of Service Centre's/Desks in support of an outsourcing business.
• At least five (5) years' experience in IT with an outsourcing service provider.
• Extensive experience in business and data analysis across digital platforms, with exceptional problem-solving abilities, capable of solutioning and implementing innovative initiatives.
• High level of initiative and self-motivation, with strong organisational and time management skills to effectively manage multiple, concurrent activities.
• Demonstrated high level of relationship management and interpersonal communication skills.

NEC Corporation