IMServ is one of the UK’s leading data collection and energy metering experts, delivering award winning services to more customers in more places, meeting industry targets and becoming a benchmark for excellence. We offer a range of specialist metering technology for electricity, gas, and water along with highly accurate energy data collection services. All this is wrapped up with an easy-to-view online data management analysis and reporting software. PURPOSE OF THE JOB: Head of Continuous Improvement (CI) is the single point of accountability for the ongoing deployment and development of a Continuous Improvement practice and culture across IMServ, driving the capability from Customer Operations The role supports the strategy to create a customer centric CI culture across IMServ, embedding improvement principles in Customer Operations as well as expanding up to wider IMServ organisation, across processes and E2E customer journeys. To deliver this, the Head of Continuous Improvement is expected to operate regularly at IMServ Senior Leadership and Leadership level, whilst engaging and working across the organisation. MAIN ASSIGNMENTS: Operational Excellence: Developing and sustaining all Customer Journey, CI and Process Improvement programmes at Group level Sustaining CI deployment roadmaps across Customer Operations to achieve full coverage and engagement over UK, India and South Africa based teams Defining a strategy which outlines requirements both during CI deployment, and wider organisational mechanisms, roles and behaviours which need to be in place to truly embed and maintain a CI culture External Stakeholder Management: Working with senior leadership and management to determine the strategic priorities for CI deployment and other interventions in line with customer and business challenges Partnering with respective cross functional stakeholders to identify and deliver deployments, ensuring alignment with Customer Experience and Transformation goals People Management: Defining and building a direct CI team, resourcing requirements in line with deploy and sustain strategies Leading CI Coaches in a matrix organisation Strategic Leadership: Develop and execute a company-wide continuous improvement strategy aligned with business objectives. Process Optimization: Identify and implement process improvements to enhance efficiency, reduce waste, and improve quality. Lean & Six Sigma Initiatives: Champion the use of Lean, Six Sigma, Kaizen, and other methodologies to drive process improvements. Performance Metrics: Establish and monitor key performance indicators (KPIs) to track improvements and report results to leadership. Project Management: Lead cross-functional improvement projects from inception to completion, ensuring measurable business benefits. Work closely with the PMO office to deliver to plan and on time Change Management: Promote and manage change initiatives that enhance productivity, innovation, and customer satisfaction. Technology & Automation: Identify opportunities to leverage technology, automation, and digital tools to optimize business operations. ACCOUNTABILITIES: Process Optimization & Efficiency Gains Business Performance Improvements Continuous Improvement Culture Key Metrics & Reporting CI Program Development & Deployment Cross-Functional Collaboration PERSON SPECIFICATION: Qualifications: Degree or equivalent professional qualification, or demonstratable, significant work experience Technical Skills: Essential Accredited at Expert level in Lean or (Master) Black Belt Six Sigma certified Proven strong leadership and management capability; ability to inspire and develop a high-performance culture and to grow talent Ability to lead, influence and deliver results at Leadership Team level and in a fast paced, matrixed environment Recognised Subject Matter Expert in CI with extensive practical experience with Lean/ Six-Sigma programmes/ deployments, Lean ways of working and coaching leadership in role modelling the respective behaviours. Desirable: Strong commercial, financial and analytical skills, working with the business to identify practical, performance improvement opportunities Relevant experience with complex programmes and driving impact from these programmes Experience: Essential Extensive experience gained at a senior level in CI rollout and process transformation Working in large change programme as a CI, Lean Six Sigma lead Experienced CI coach, with an ability to empower individuals and teams to think for themselves, and proven leadership capability Desirable: Previous Energy Industry experience COMPANY BENEFITS: 28 days annual leave plus Bank Holidays (contract dependant) Annual leave Buy & Sell Scheme Enhanced Salary Sacrifice Pension Contributions Life Assurance up to 6 X Base Salary Subsidised Health cover Subsidised Dental Cover Contribution towards Eye Tests and Glasses In Office & Out of Office Social Events Retailer Discounts Platform Employee Assistance Program Wellbeing Centre Car Salary Sacrifice Scheme Reward & Recognition (Length of service & T&Cs apply) Our people are our main asset. We strive to ensure they remain happy, competitive, and fulfilled - helping to propel our business forward and ensure we remain customer-centric and competitive. We are proud to remain the UK’s leading and growing energy data collection and meter operations service provider. Diversity and inclusion have long been at the heart of of IMServ’s success. As we continue our growth, our focus remains on ensuring that equality, diversity, and inclusion remain central to our business and recruitment practices. We recognise that we operate in an industry in which there has traditionally been a lack of diversity and we are keen to encourage applications from as inclusive a group as possible. We recognise that a balanced workforce encourages collaboration and innovation, promotes entrepreneurship and a feeling of ownership. These are the key drivers of our business, that our customers really look to us for. (Please note that we reserve the right to close this position before the expiry date)