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Service Improvement Manager - ITIL V3

London, City of London - Greater London

Project Management & Business Analysis

£50,000 - £55,000 per annum



My client, a recognised publisher are looking for a Service Improvement Manager to oversee a number of changes within the department. 

Key responsibilities will cover:

  • You will have extensive knowledge and operational experience of Call Centre’s and have an understanding of Telephony Equipment/solutions.
  • Develop, support and embed a culture of continuous improvement, service development plans, robust training schedules and quality assurance checks for over 60+ staff, to ensure all SLA’s and KPI’s are met and a high level of customer service is delivered at all times.
  • Monitor and review procedures and processes for several services. Where service improvement is required, ensure that a clear plan is established and agreed with the appropriate parties on how to move forward consistently and implement such plans.
  • You will also monitor the root-cause analysis of any client service issues and develop plans for assured improvements.
  • Have an excellent grounding in the problem management processes and lifecycle
  • Analyse and Drive quality assurance - Ticket call notes/updates, ticket summary, prioritisation and categorisation
  • Evaluate IT processes on a regular basis, identifying areas where the targeted process metrics have fallen under the KPI’s and holding regular benchmarking, audits, maturity assessments and reviews. Gap analysis skills are expected.
  • Have experience of dealing with significant processes usually found in other organisations e.g. escalation management, major incident response and threat management response.
  • Understand existing baseline standards and improve upon them as agreed with strategy or management need
  • Define specific initiatives aimed at improving IT services and processes, based on the results of service reviews and process evaluations.
  • Responsible for creating, initiating actions and managing IT Service Improvement Plans to manage improvement initiatives.
  • IT Customer survey - Responsible for the creation, distribution and leading the results review process
  • Have outstanding commutation skills and have a passion for technology.
  • Have a positive attitude at all times, both when dealing with colleagues and importantly our customers

If this sounds of interest please call the Digitech offices.