Continual Service Improvement Support Analyst
- Reference: CIPHERL00517
- Location: London
- Job type: Interim (Temporary)
- Sector: Project / Programme / Business Change
- Date posted: 28/08/2012
Our high profile client based in central London is seeking an experienced Service Improvement Analyst on a Contract until the end of March 2013. There will be some travel with this role to supplier site. The purpose of the role is to ensure that the clients systems and applications are regularly reviewed and improved. Therefore experience in Service Improvement is key.
Main Duties/ Responsibilities
You will be expected to: • Manage a Continuous Service Improvement Plan for a subset of the clients suppliers • Ensure improvements deliver against measurable outcomes relating to cost reduction, • Improve levels of service, customer satisfaction, employee satisfaction • Identify and review business and supplier change initiatives and best practice in service delivery. • Identify, coordinate and monitor supplier service improvements in line with business needs • Use relevant quality management (e.g. 6 Sigma) or business improvement techniques and the ITIL 7 step continual improvement process to review, initiate and monitor improvement programmes • Provide advice and guidance on the development, documentation and application of standards, procedures and other quality managed processes. • Review new or amended standards, procedures and other processes, • Provide guidance on the interpretation of relevant national and international standards (e.g. ISO 9001), with respect to the quality system. • Co-ordinate the corrective action required following an external quality audit. • Co-ordinate and facilitate process improvement teams and other continuous improvement mechanisms • Assess the risks, costs and potential benefits of alternative business process designs. • Key role to drive process and service improvement initiatives across all business arrears and supplier environment. • Works with the Vendor Management team and the supplier community to proactively improve service delivery performance and best practice. • Understanding of the current client ICT landscape (including technology, contracts, legacy systems etc), in order to inform and improve future ICT service management. • Helps to identify best practice in service delivery.
Skills/ Experience Required
ESSENTIAL • The successful candidate will be an experienced IT professional. • You will possess strong communications and relationship building skills. • You will need to demonstrate high credibility and integrity • Has an analytical and creative approach to problem solving. • Is familiar with a range of analysis, modelling and design methods; has broad current knowledge of IT standards, applications and trends. DESIRABLE • Familiarity with the Government IT Profession and cross government IT policies. • Demonstrated awareness of the social, environmental and corporate impact of ICT. • Understanding of the skills or business units serviced by the IT areas supported. • Probably educated to degree level or holds a professional qualification or equivalent experience. • ITIL qualifications(s) or equivalent experience.
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