Position Summary:
The Continuous Service Improvement (CSI) Manager role will take responsibility CSI governance, tracking and reporting within Live Ops and Digital Operations. The role reports to the DTS Service Performance Lead and will include providing training to existing and new staff joining the Live Ops team. This role will also encompass leading on the engagement with Stakeholders from external suppliers, management, internal DTS service support teams and DTS user representatives on all matters related to service improvement initiatives.
Key Responsibilities:
- To manage the resources in accordance with HMCTS policies and procedures, so that the team’s business objectives are achieved consistently.
- Govern, implement processes. track and report on Continuous Service Improvements plans and initiatives across Live Ops, Digital Operations Directorate
- Identify and implement new KPIs to support monitoring of CSIs and maintain CSIs Roadmap
- Champion Continuous Service Improvement, working with colleagues across government and other digital, data and technology (DDaT) communities and analytical professions
- Drive analysis and identify, prioritise, and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services
- Conduct Trend Analysis of data from various sources to identify and explore opportunities for service improvement
- Responsible for reviewing supplier provided CSIs reports and registers for each service, ensuring that they are fit for purpose and that they achieve their targets and provide best value and any improvements identified in the service provision and reporting are implemented
- Support in mitigation and resolution of Risks & Issues by providing relevant data and metrics to colleagues
- Engage and interact with users of DTS products and services to maintain user-centric view of their experience and opportunities for service improvements
- Ensure the right tools within Service Management best practice are used to monitor, track and report on CSIs tasks & initiatives applying automation and dashboards whenever it is possible and appropriate to do so
- Act as a central contact point for all digital and technology matters related to Continuous Service Improvements and act as a point of escalation within Live Ops
- Engage with Stakeholders, Suppliers and Management regarding Continuous Service Improvement including represent Digital Operations in forums
- The CSI Manager will lead the set up and coordination of a Continuous Service Improvement Board / Group across Live Ops and Digital Operations ensuring this is run effectively and efficiently. The role holder will ensure that the CSI activities are aligned with strategic objectives, and the focus and priority is on initiatives generating higher return of benefits or mitigating imminent wider impacting risks and consequences.
- Provide Senior Stakeholders with Management Information and CSIs reports and activities across the landscape to inform decision-making and strategic direction
Required Education & Experience:
- Experience of working in large, complex organisations with strong problem-solving abilities and analytical skills
- Proven experience of managing a CSI register and activities, CSIs tracking and governance, conducting analysis, developing performance measurement frameworks – key performance indicators (KPIs) for the CSI function
- Excellent written and spoken communication skills with experience of successfully influencing others, negotiating effectively, and winning over audiences
- An in-depth understanding of Service Management Frameworks, principles, processes, and experience of working in a Service Management / ITIL environment
- Experience of using a range of tools and dashboards for gathering information and data from a range of sources and measuring if the improvements implemented delivered the desired benefits: such as IT Service Management Tool, Application Performance Monitoring etc.
- Ability to lead, motivate and manage a CSI team