Responsibilities

  • Continual Service Improvement (CSI) Process
  • Responsible for working with various stakeholders (service owners, process managers, other functions) to identify and manage service improvement opportunities
  • Responsible to update and manage the CSI register:
  • Identify improvement opportunities to be included in the CSI register
  • Review and prioritize improvements in the CSI register
  • Build improvement plans and make improvements
  • Ensure that baseline data is captured to measure improvement against it
  • Responsible for the review and analysis of data captured
  • Defining and creating reports on CSI critical success factors, key performance indicators and CSI activity metrics
  • Leading, managing and delivering cross-functional improvement projects
  • Report on progress and status of service improvement initiatives
  • Responsible for managing, monitoring and optimization of CSI process
  • Act as primary source of management and stakeholder information about CSI process
  • Accountable for the process end to end with overall responsibility for the effective running of the process
  • Act as escalation point for process function issues
  • Responsible for process metric targets (KPI/SLA)
  • Provide process performance metric reports

Requirements

  • Minimum 5 years’ relevant experience in the service management role (CSI)
  • Extensive knowledge and experience in IT Service Management framework, processes and reports
  • ITIL V3 foundation certificate
  • ITIL Intermediate – Service Lifecycle Continual Service Improvement certificate
  • Hands on experience with at least one ITSM tool
  • Proven analytical and problem solving skills
  • Autonomous and self-motivated
  • Ability to lead, influence and coordinate resources to achieve results
  • Well organized
  • Excellent relationship building and management skills
  • Excellent communication (verbal and written) skills
  • Strong influencing and persuasive ability
  • Effective presentation skills
  • Demonstrates initiative and a commitment to continuous improvement
  • Ability to perform under pressure
  • Flexibility in approach to problem solving
  • Deep understanding of ITIL v3 processes, with experience in an ITIL based environment

Shortlisted candidates will be offered a 1 Year Agency Contract employment.