£450 - £500 per day
Service Excellence Manager
Duration: 6 Months
The Service Excellence Manager is accountable for improving the quality and consistency of services delivered. The role is responsible for management of the service improvement roadmap and the running of associated activities; ensuring improvements are applied in line with business requirements across portfolios.
As the Service Excellence Manager, the successful candidate will work collaboratively across multiple global teams of business stakeholders, developers, partners, offshore service teams and vendors in order to successfully deliver continuous improvement.
You will be accountable for:
*Designing and implementing service improvement plans; including operating model redesign.
*Measuring, maintaining and improving the quality and consistency of services.
*Maintaining the service improvement roadmap with the Service Excellence Lead.
*End-to-end delivery of services across business capabilities.
*Portfolio and lifecycle management of service portfolio aligned to IT strategy, architecture, roadmaps, budgets, business priorities, and business processes.
*Acting as a single point of contact for service matters across relevant portfolios
*Service improvement roadmap and delivery of transformation initiatives.
*Delivery of end to end user experience and satisfaction improvements.
*Proactively identifying and delivering continuous service improvement.
*Driving offshore cultural change and ways of working implementation.
*Management of relationships and communications with senior IT stakeholders.
*Application risk management, along with communicating and agreeing the aggregated risk position with business and IT stakeholders
*Transition and design of new services through projects and BAU.
*Service performance reporting within IT and the business; including SLA and metrics.
*ITIL v3 Foundation qualified
*Service management & IT support experience
*Ability to interpret & communicate technical information into business language
*Partner relationship management
*Ability to lead complex & ambiguous situations
*Degree level education
*Prior experience working in Pharmaceutical or Healthcare industry IT environment
*Matrix management of offshore application support teams