We are a values-led, charitable organisation that provides more than 60,000 people in Sunderland with a place they can call home. We have a clear vision and a social purpose. We believe that everyone has the right to live in a good quality home that they can afford. We invest millions of ponds every year to keep our existing homes safe and descent. We also play our part in helping to deal with the UK housing crisis by building hundreds of new, modern homes to rent in Sunderland. We'd love for you to join us achieve our vision. Salary : £46,000.00 Job Description: Job title: IT Quality & Improvement Lead Working hours: Monday to Friday, 36 hours per week, with a 12:30 pm finish on Fridays. We have a great newly created opportunity for an experienced Quality and Improvement Lead in the IT Service Management team, based at our Doxford Park, Sunderland head office. Our hybrid working arrangement offers a blend of home and office work. You'll be required to work in the office for part of the week, to ensure you are part of our collaborative team culture. We also need you to be flexible to attend the office for on-site meetings as needed. Unfortunately, we are unable to offer remote working for this position The ITSM & Infrastructure team within Gentoo’s internal IT function, work alongside solutions, change and business intelligence functions to enable and support Gentoo’s colleagues in their mission to create great homes and communities for our tenants. This role is key to the success and continued development of the Gentoo IT Service Management function, ensuring the IT department meets the business needs. The Quality and Improvement Lead will be accountable for continual improvement across the IT function, ensuring that continual improvement is embedded in the department's culture. The role is subject to a basic DBS paid for by Gentoo. Key responsibilities: Develop and oversee a Continual Service Improvement (CSI) programme. Conduct an internal audit of IT process adherence and efficiency. Through the practice of ongoing quality and risk management, ensure the IT function has a recorded understanding of risks that are categorised and prioritised. Escalates risk to the corporate risk and governance function Own customer satisfaction surveys, respond and develop improvement plans Monitor SLA reporting, challenging process owners/managers to develop improvement plans Have full accountability for the function's communications plan Actively participate in Service Transition activities to ensure a smooth transition from the project phase into live service. Assure new IT services are defined with clear goals, objectives and audit/monitoring techniques are defined. Deputize for the Head of ITSM & Infrastructure where required. Demonstrate an understanding of the strategic direction of the business, identifying improvement plans to support the department in meeting its goals and objectives. Attend meetings with suppliers, colleagues, and internal customers to present improvement plans and monitor ongoing progress. Produce reports for the senior leadership team and departmental management, to show progress against key performance indicators including the progress of existing CSI initiatives and plans for improvements identified in the reporting period. What we are looking for: A degree in Business or IT with the demonstrable skills, knowledge and experience that have been developed in a similar role at a similar level. A degree is not essential if you have the skills, knowledge and experience outlined in the job description. It is essential you hold the ITIL 4 Foundation or are willing to work towards achieving this in the first year. Extensive demonstrable experience in an ITSM, operations or service environment. Previous experience influencing managers, leaders, and colleagues in an ITIL or operations environment is essential You will be able to demonstrate your previous experience with project management methodologies in the context of continual service improvement (e.g., Agile, Scrum). It's essential that you can also demonstrate the development of operational reports with recommendations made from the data presented. Experience in leading continual service improvement workstreams across the broad department, and experience in the development a running of internal quality/process audits is desirable. The following is highly desirable: Capacity and demand planning skills Continual Service Improvement and change enablement skills ITIL 4 Strategic Leader ISO9001 Technical Certification (for example MS or Cisco certifications) Experience of: Quality Management Internal Audit Jira Service Management Some of our great benefits include; 31 days annual leave (plus bank holidays) with an option to purchase up to 5 additional days per year. Early finish on Fridays Flexible and hybrid working. Free Health Cash Plan, with cashback for dental, optical, physio, wellbeing therapies and more, with some free child cover. Access to private healthcare through the Health Cash Plan. Competitive Aviva pension scheme - Gentoo will contribute up to 10% based on your personal contribution. Salary sacrifice electric vehicle scheme Enhanced family-friendly leave Car mileage allowance if you use your personal vehicle for business purposes. Life assurance cover to the value of 3 times your annual salary