Propose and implement a structured Continuous Service Improvement (CSI) process and methodology, including the definition of relevant Key Performance Indicators (KPIs), along with comprehensive reporting and governance mechanisms to ensure sustained service enhancement.
Actively contribute to service audits by verifying compliance and identifying opportunities for service improvements, followed by actionable recommendations.
Collaborate closely with the Agency and external vendors to identify potential improvement areas; assess and define the size, scope, and business cases required to support the implementation of these initiatives.
Ensure that improvement projects are effectively prioritised in alignment with broader business needs, resulting in high-quality, actionable Service Improvement Plans (SIPs).
Support the Contracting Authority’s management by recommending and facilitating initiatives aimed at enhancing the end-user experience, with a particular focus on addressing insights derived from monthly Customer Satisfaction (CSAT) results.
Requirements:
Possess a Master’s Degree (or equivalent)
A minimum 9 years of professional experience in IT
No less then 3 years of relevant professional experience in user support, training or documentation writing.
Hold an ITIL or ITIL V3 Foundation certificate
Possession of additional certifications is an advantage, particularly:
ITIL Practitioner
ITIL Expert
PRINCE2
Experienced in implementing and working with quality assurance procedures.
Proven background in managing deliverables through third-party vendors, particularly in high-profile or technically innovative enterprise solutions.
Demonstrated leadership in continuous improvement initiatives or service management environments
Solid understanding of contract and service operations principles
Strong grasp of project management methodologies and practices
Technically adept with the ability to translate complex technical concepts into business-focused language.
Experience in Software Test Management and the Quality Assurance lifecycle is considered an asset.
Skilled in stakeholder management is considered an asset.
