Job Vacancy Details
Head of Service Improvement
Software
London W1
Permanent ⁄ £70000 - £80000
Updated May 1, 2012
As the Head of Service Improvement, you will be reporting into the VP Operations and working with your peers to implement processes that will allow the business to measure and track service efficiency, with the ultimate goal of improving delivery. This is a pivotal role for the organisation, which will support Resilient's goal in developing, implementing and embedding a process-based culture in the company. As such this role requires the holder to understand the key disciplines of process management with the ability to run and embed processes in complex multi-site environments.
The aim is to achieve operational activities that are standardised and repeatable. Resilient need to be able to clearly measure process and the value it is adding to the company as well as ensure those that are sub-optimal are reviewed and updated to deliver the desired output. You will need to ensure that their processes are effective, add value and above all are clearly measureable.
One of your first priorities will be to review what is currently in place from a service delivery and process point of view and then implement a clear roadmap to achieve Resilient's desired results. Outside of service improvement and service delivery, you will responsible for managing ISO27001 accreditation, Company Policy documentation, Business Continuity Plans, ISO9001 accreditation and compliance of the Data Protection Act.
Finally, you will be part of the Operations management team where you will be required to influence and get buy in from management and stakeholders within the organisation to ensure that continuous improvement is part of our culture. You will also be required to ensure that customer processes integrate with our own and our partners to offer a seamless high quality service. The combination of these factors does mean you will have presence and credibility, working in a professional manner with senior management and technical staff both internally and externally.
Who we're looking for
Skills & Attributes Required:
• Demonstrable experience of implementing and embedding process
• Knowledge and background of implementing process success metrics / criteria
• Setting strategy and roadmap that aligns to company strategy and objectives
• Background in IT service support and delivery functions
• Demonstrable experience in implementing ITIL based processes
Skills & Attributes Desired:
• Degree
• ITIL Manager Certified (Red Badge in ITIL V2 or V3)
• Familiarity with telecommunication technologies, cloud-based voice & data services
• Prince foundation
About our client
Our client, Resilient Networks plc, are based in London W1 and is a highly trusted service provider of next generation voice services that empower partners and their business customers with strategic competitive advantage.
SmartNumbers, Resilient Networks' flagship service, is widely deployed by large organisations such as banks, government and defence who seek to speed business transformation and compliance. Its resilient and flexible services are delivered 'on demand' across any combination of network; land line, mobile or VoIP and guarantee consistency across the country and across the world, in the office, on the move, at home and in a crisis.
Resilient Networks' customers use these services to transform their existing voice services into a strategic business offering that can better meet their customers' business needs. Crisis situations are particularly pertinent for the use of Resilient Networks' services, often promoted under a joint partner-SmartNumbers brand. For instance BT SmartNumbers.
These services are typically co-branded with suppliers of business technology. Siemens, Avaya, Ericsson, Microsoft, Nortel as well as operators BT, France Telecom and Deutsche Telekom have all deployed the company's technology internally or re-sold to their enterprise customers.
What's on offer
£70,000 - £80,000 plus benefits
Michael Page Contact
For further info, apply or phone on +44 (0) 20 7269 2386.
Job Ref: 13222360
Your application will be sent to Sam Burman.
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