Service Improvement Manager

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Job description

Service Improvement Manager

Exciting opportunity to join a large not-for-profit organisation that is deeply committed to helping vulnerable and marginalised groups. Working as a Service Improvement Manager, you ll be responsible for driving continuous improvement to support service excellence for a large and complex Government contract.

The role:

• Experienced in managing service improvement for a complex framework agreement/Government contract or similar previously
• String experience of process improvement and process mapping techniques
• Working knowledge of ISO9001 and quality management systems
• People leadership and engagement skills
• Problem solving experience.
• Manage and keep up to date all information and data on the obligations under the large contract in place with Government
• Effective use of Management Information and data to help shape continuous improvement in service delivery, with ability to spot opportunities to improve and upgrade
• Focus on quality of service, efficiencies, cost reduction, improving outcomes, collecting feedback to action and delivering social value
• Managing change projects / improvement projects, including impact assessments, risk, pilot proposals, trials, evaluation methods and tools
• Present proposals that alter elements of the service in order to achieve continuous improvement, as part of the contractual obligations
• Help manage projects and update RAID logs on project progress
• Research into new systems and innovations that can support improvement and service delivery

Skills & Experience Required:

• Knowledge and understanding of a range of performance improvement tools and techniques at the level necessary to inform and conduct effective impact assessments of proposed policy and service change initiatives
• The ability to think critically and be a solutions focussed service improvement manager; experience of managing this for a government contract at a primary contractor will be desirable however any relevant experience will be considered.
• Demonstrable experience in contributing to the design and delivery of end to end change management processes, including the implementation of new services within a large prime contract delivery model within quality, time and cost limits
• Negotiation and influencing skills to manage dissent, encourage participation and overcome barriers
• Excellent organisational skills, attention to detail, effective time management and the ability to manage competing priorities to respond to tight deadlines
• Strong data management and IT skills with experience of Microsoft Word, Excel, PowerPoint, Outlook and database systems
• Project skills/ability and ideally some formal Project Management certification; PMI, PMP, APMP, Prince2, Agile etc

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