The OpportunityAn exciting opportunity for an IT Service management professional to join this organisation as it looks to both reimplement ITIL and lead on delivering continual service improvements (CSI) as they seek to improve their service management maturity.Working with management across the business, the IT Quality and Improvement Lead will play a role is key to the success and continued development of the IT Service Management function, ensuring the IT department meets the business needs. In addition you will be accountable for continual improvement across the IT function, ensuring that continual improvement is embedded in the department's culture. The organisation operates a flexible working policy where you will be in the office 3 days a week. The RoleIn this newly created role, you will:
1. Develop and oversee a Continual Service Improvement (CSI) programme.
2. Conduct an internal audit of IT process adherence and efficiency.
3. Through the practice of ongoing quality and risk management, ensure the IT function has a recorded understanding of risks that are categorised and prioritised.
4. Escalate risk to the corporate risk and governance function
5. Own customer satisfaction surveys, respond and develop improvement plans
6. Monitor SLA reporting, challenging process owners/managers to develop improvement plans
7. Have full accountability for the function's communications plan
8. Actively participa...