CSI Manager

IT Continual Service Improvement (CSI) Manager - £490 per day outside IR35 (Hybrid, Corsham)

APPLICANTS MUST HOLD ACTIVE SC SECURITY CLEARANCE.

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.

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.

IT Continual Service Improvement (CSI) Manager - £490 per day outside IR35 (Hybrid, Corsham)