Continual service improvement manager

Posted on:

Job Details

Location: Reading

Type: Permanent

Ref: e20013065


What is the purpose of the role?

The CSI manager will be an experienced CSI and service management professional who will have responsibility managing all aspects of CSI across the service delivery organisation. The CSI manager will be expected to define opportunities and evaluate and create business cases for CSI across services, processes, technology, functions, organisational capability and maturity across the service delivery organisation.

What makes this role unique?

As part of our exciting plans, the IT operations team structure is growing to strengthen and increase our in-house capability and capacity. The areas of expertise we're looking for are focused on the end to end service management of our IT services (using the ITIL V3 frame work). This is a chance for you to work in our innovative creative office space where you will be able to visually demonstrate your skills, ideas and insights openly. This is a challenging role which requires you to help deliver the best next generation services to all our customers. Thames Water are about to embark on a very exciting journey to improve our IT services. You will be part of a new team creating our own in house multi-million pound ITIL service management framework. You will be involved in continuously improving our service for our current and future long term vision.

What will this role involve?

The CSI responsibilities are; To support the maintenance of the continual service improvement framework, the 7 step improvement process, the CSI Model, procedures and guidelines. Work with the project pipeline and programme office providing business cases to support progression of CSI projects. Work with service delivery managers and service level management service management to ensure that service monitoring requirements are defined and SLAs and OLAs are in place. Support the collection of service baseline data capture and then review all services at agreed timelines and present recommendations for improvements to senior management and the IT senior leadership team. To ensure CSI Financial Reporting is in place and to provide appropriate CSAT/DSAT opportunities and reporting. Use global standards to support all CSI activities and opportunities and support the provision of CSI management reporting. Progress the development of appropriate automation and tools to improve all service delivery and CSI activities and support other service management processes and activities. To work in collaboration with the operational risk & compliance manager Act as out of hours IT escalation manager on a rota basis to support stakeholder management. Execute additional tasks in order to meet departmental / team project-related, development and change objectives.

What are we looking for?

We are looking for someone with significant experience working in an IT operational environment with a good understanding of technology and operational security.

You will have the ability to deliver continuous improvement against agreed criteria and measurement of the successful outcome, with significant experience of CSI experience across an IT Operational function adhering to global standards.

The right candidate will have experience of the regulatory and audit requirements within an operational environment to support all CSI activities, with a broad knowledge of the water industry and related services.

Essential skills we are looking for is a broad knowledge of service management and CSI technologies, ITIL intermediate, IT operations management, project management, stakeholder management and business and financial proposing writing.

You will be a self-motivated individual with attention to detail and an ability to deliver under pressure with excellent customer focus and problem solving.

Thames Water information and salary details

This role is based at our offices in Reading. We are offering a salary of between 48,000 and 52,800, dependant on skills and experience, as well as a competitive bonus, car allowance, private healthcare and an industry leading pension scheme.

About Thames Water

Thames Water is the largest water and waste-water services company in the UK. We provide the essential service at the heart of daily life, health and enjoyment to 15 million customers across London and the Thames Valley and we are going through a period of exciting change. On a typical day we supply 2.6 billion litres of top quality drinking water and our 350 sewage treatment works treat more than 4.2bn litres of waste-water. Our 85,000 miles of water mains and sewers would wrap around the world three-and-a-half times.

Closing Date: The closing date for applications is 26/01/2018.