Service Assurance/ Process Improvement Manager

Job content

Continuous Process Improvement Manager

Location: Corby or London 

Hybrid  

RS Group is actively seeking a Continuous Process Improvement Manager to join our team permanently. In this role, you will take charge of defining targeted initiatives geared towards enhancing IT services and processes. These initiatives will be informed by the outcomes of service reviews and process evaluations.

What You’ll Be Doing 

• Engage with customer stakeholders at all levels.
• Build and maintain business relationships within the account and the client.
• Working with multiple internal delivery units and/or third parties to provide a total solution.
• Continuously seek ways to improve BAU services as part of CPI.
• Converse clearly between technical and non-technical personnel
• Ensure processes and procedures are aligned to ITIL methodology and remain fit for purpose.
• Devise problem management strategies and implement proactively.
• Define processes across the technology teams to ensure our contractual commitments, SLAs and KPIs to customers are always adhered to.
• Work with the relevant teams to ensure smooth management and resolution of issues along with appropriate setting of service expectations with customers.
• Define and maintain process methodology and ways of working.
• Assist in identifying service gaps and with building business cases to address.
• Provide coaching of Technology team staff and develop general management skills to enable seamless operations and continued evolution around delivery quality.
• Work closely with other Technology teams to ensure standardisation across teams as well as identify areas for process improvements and enhancements.
  
  

About You 

In this role, you’ll spearhead efforts to enhance reporting for IT Services and operational team performance. The ideal candidate will possess extensive Agile experience and a proven track record in driving continuous performance improvements.

Key skills sought for the role holder include:

• Strong background in continuous performance improvement methodologies
• Proven experience in managing global delivery teams within matrixed environments.
• Proficiency in reporting and analytics, with adeptness in written and verbal communication
• Ability to effectively engage with C-level clients, understanding executive priorities and articulating solutions clearly.
• Ownership mindset towards managed service processes, with a focus on identifying continuous improvement opportunities.
• Skill in managing and reporting on a portfolio of services and various levels of support within an account.
• Methodical approach to troubleshooting and resolving technical and non-technical challenges in dynamic business environments.
• Adaptability to thrive in fast-paced, evolving settings.
• Exceptional stakeholder management and communication abilities, capable of delivering persuasive presentations and advocating for successful outcomes.
  
  

The extras you’ll get.

At RS, as well as the usual employee benefits you’d expect from a FTSE listed company, including annual performance bonus, enhanced maternity and paternity leave, private healthcare, in the UK&I, we’ve just introduced a number of new Family Friendly Policies including:  

• Help for people to take control of ongoing Health conditions such as diabetes or asthma with £500 a year available for monitoring & consultation . 
• Support for Neurodiverse colleagues and families with neurodiverse members with needs assessment, diagnosis and post diagnostic support for autism spectrum, ADHD and Tourette’s syndrome .
• Support for Women at different life stages from streamlined fertility support through to diagnosis and monitoring of both endometriosis and menopause . 
• Helping our LGBTQ+ community through enhanced coverage for trans colleagues, including voice coaching, facial surgery, and gender confirmation surgery  
• Additions to Fertility coverage including IVF for lesbian couples and information/support around surrogacy and adoption for all.  
  
  

We are RS. 

At RS we’ve been solving engineering problems for over 80 years: big ones, small ones, easy and difficult ones. We turn the ‘what ifs’ into the ‘why nots’, the impossible into the possible.   

Our purpose? Making amazing happen for a better world.   

We offer service and product solutions. We send out a parcel every 2 seconds, to over 130 countries. We provide over 700,000 in-stock and over 3 million unstocked products to more than 1.2 million customers.   

 

We want people like you, as you are curious about things, you like doing things differently and also in a human way with empathy. Because that’s exactly how we partner with people – our customers, suppliers, colleagues, and communities – to solve problems.   

 

We’ll also invest in your development and wellbeing – because building a more diverse and inclusive culture, being ethical, responsible, and committed to our Environment, Social and Governance (ESG) action plan is at the heart of everything we do.  

 

Come and join us and we’ll help you to think big, do more and unleash your brilliance, so you do amazing things too.