Continuous Service Improvement Lead

Telent; Warwick; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A leading technology firm in the UK is seeking a Continuous Service Improvement Lead to support operations in the defence sector. The successful candidate will drive a culture of continuous improvement across various environments, engage with senior stakeholders, and implement best practices. A competitive salary and hybrid working model are offered, making this an exciting opportunity for those with proven backgrounds in service improvement and change management.

Benefits

Car Allowance

26 days annual leave + 8 bank holidays

Company-matched pension

Flexible Benefits portal

Wellbeing support

Qualifications

• Experience presenting to senior stakeholders and customers.
• Ability to define and monitor KPIs for efficiency and quality.
• Strong capability with training and recognition programmes.

Responsibilities

• Design and maintain the improvement framework for SCIDA.
• Develop and lead the Continuous Improvement Plan.
• Track and manage initiatives through CI registers.

Skills

Excellent communication

Facilitation skills

Reporting skills

Proven background in service improvement

Knowledge of CI methodologies

Customer-facing experience

ITIL 4 Foundation qualification

Analytical mindset

Microsoft Apps proficiency

Change Management skills

Education

Full Right to Work in the UK

NPPV3 / SC Security Clearance eligibility

Tools

PowerBI

MS Excel

Teams

SharePoint

Job description

Continuous Service Improvement Lead - Telecoms / Defence / SCIDA

Location: Warwick HQ (CV34 5AH) - Hybrid Working
Industry: Telecoms, MOD, Defence, Critical National Infrastructure
Package: Competitive Starting Salary + Car Allowance + Matched Pension + Flexible Benefits

Join Telent and help support the UK's critical national infrastructure. As part of the Site Co-ordinating Installation Design Authority (SCIDA) programme - supporting the RAF and wider Defence environments - you will drive a culture of continuous improvement across a high-assurance, security-led service.

We're seeking a Continuous Service Improvement (CSI) Lead ideally from a Telecoms, MOD, RAF or wider Forces background (other backgrounds and industry experience considered), with strong improvement, stakeholder and governance capability. The role is hybrid working, with two days a week based at our Warwick headquarters and the rest from home. Candidates further afield will be considered if able to travel regularly.

Full Right to Work in the UK required, and eligibility to gain NPPV3 / SC Security Clearance.

The Role:

As the CSI Lead, you will design, embed and maintain the improvement framework that supports SCIDA's assurance, compliance and operational delivery. You will work closely with the Head of AIR SCIDA, supporting contract performance, customer satisfaction and the delivery of continuous improvement across MOD and RAF environments. Operating at the intersection of service optimisation, stakeholder engagement and change management, you will help shape a consistent, high-performance culture.

CSI Lead - What You'll Do:

Continuous Improvement Governance

• Develop and maintain a continuous improvement approach using OODA Loops (mobilisation) and PDCA (steady-state operations)
• Lead the Continuous Improvement Plan (CIP) as a live and evolving document
• Promote improvement culture and ensure adherence to governance and best practices across MOD, RAF and Telent teams

Stakeholder Engagement & Communication

• Communicate improvement plans, progress and outcomes through dashboards, reports, forums and presentations
• Facilitate reviews, workshops and innovation summits to validate and celebrate improvement activity

Process & Practice Implementation

• Build and deliver training programmes (Lean, Six Sigma, Agile) to develop CI capability
• Develop recognition mechanisms to reinforce positive improvement behaviours
• Track and manage initiatives through SharePoint CI registers, Planner Kanban boards and Excel tracking tools

Performance Measurement & Reporting

• Define and monitor KPIs for efficiency, quality, engagement and innovation
• Use dashboards and analytics to report performance and drive decision-making
• Conduct regular reviews and adapt improvement strategies based on data and feedback

Innovation & Change Management

• Identify and promote opportunities for process, tool or service improvement
• Lead business case development, prioritisation and successful implementation of initiatives

CSI Lead - Who You Are:

You are a proactive, credible and analytical improvement leader, confident working with senior stakeholders and operating in complex or regulated environments such as Defence, RAF, Telecoms or large technical organisations. You combine structured thinking with strong communication skills, can influence effectively, and enjoy embedding sustainable, measurable improvements.

CSI Lead - Key Requirements:

• Excellent communication, facilitation and reporting skills
• Experience presenting to senior stakeholders and customers
• Proven background in service improvement, business analysis or related fields
• Strong knowledge of CI methodologies (OODA, PDCA, ITIL)
• Customer-facing and presentation experience
• QEHS/contract documentation writing capability
• ITIL 4 Foundation qualification
• NPPV3 / SC Security Cleared (or ability to obtain)
• Experience designing and delivering training and recognition programmes
• Strong capability with Microsoft Apps (Teams, Forms, Power Automate, Lists, SharePoint, Planner)
• Confident user of and experience of PowerBI, VLOOKUP, Pivot Tables (MS Excel)
• Analytical mindset with KPI measurement and reporting experience
• Full UK Driving Licence
• Experience working within MOD/RAF organisations
  Previous or current SCIDA experience (highly desirable)
• Knowledge of Oracle, Remedy ITSM and/or other similar business tools
• Experience adapting CI approaches to changing business needs
• Knowledge of Defence ICT standards and JSP 101
• Change Management Practitioner or equivalent experience
• An understanding of RAF and/or Defence structures

Telent - What We Offer:

A career at Telent provides opportunities to grow, innovate and contribute to nationally important work. We value diversity, encourage new ideas and support continuous development.

• BEN1 Car Allowance
• 26 days annual leave + 8 bank holidays (with buy/sell options)
• Company-matched pension
• Flexible Benefits portal
• Family-friendly policies
• Wellbeing and occupational health support
• Telent Reward Scheme - discounts on cinema, restaurants, shopping and more

We are committed to an inclusive culture where everyone feels they belong, can be themselves and thrive. Our people reflect the diverse communities we support.

Telent Core Values:

Be Collaborative, Be Inclusive, Be Customer Focused, Take Responsibility