Propose and implement a Continuous Service Improvement (CSI) process and methodology with accompanying Key Performance Indicators (KPIs), reporting and governance mechanisms
Contribute to service audits to verify compliance and recommendations of service improvements
Work closely with Agency and vendors to understand improvement opportunities and to size, scope and generate business cases that support the implementation of improvement projects whilst effectively prioritising against the other needs of the business to ultimately produce quality service improvement plans
Assist the management to take action for the improvement of the end user experience, as measured by monthly customer satisfaction (CSAT) results
Propose and implement a Continuous Service Improvement (CSI) process and methodology with accompanying Key Performance Indicators (KPIs), reporting and governance mechanisms
Contribute to service audits to verify compliance and recommendations of service improvements
Work closely with Agency and vendors to understand improvement opportunities and to size, scope and generate business cases that support the implementation of improvement projects whilst effectively prioritising against the other needs of the business to ultimately produce quality service improvement plans
Assist the management to take action for the improvement of the end user experience, as measured by monthly customer satisfaction (CSAT) results
Qualifications
Minimum 4 years of relevant education (master or equivalent) after the secondary school
Minimum 9 years of IT professional experience
Minimum 2 years of relevant professional experience in user support, training or documentation writing
Certification in ITIL/ITIL V3 Foundation essential, ITIL Practitioner or ITIL Expert desirable
Certification in Prince 2 is considered an asset;
Experience with quality procedures
Developed communication and diplomacy skills with a strong ability to persuade and influence client and stakeholder relationships
Experience in managing deliverables via 3rd party vendors in a high profile and/or technically innovative enterprise solution
Previous experience in a continuous improvement or service management role
Very strong communication skills: oral, written, presentation, facilitation
Technical understanding with ability to translate into business concepts
