Head of Service Improvement & Operational Excellence

NEC Software Solutions; Tees Valley; On-site; GBP 75,000 - 110,000; Full time

Benefits offered by this job

Private Medical Cover

25 days holiday

Life assurance

Pension up to 8.5% employer

Flexible benefits

LinkedIn Learning access

Job summary

NEC Software Solutions is seeking a Senior Service Improvement Manager to lead quality assurance, performance governance and continuous service improvement across Entitlement Services. You will translate insights into practical initiatives, collaborate with senior stakeholders and drive governance and transformation initiatives to deliver measurable benefits.

The role focuses on embedding a culture of accountability, improving customer outcomes and ensuring operational excellence across

Qualifications

• Significant experience in operational management, quality assurance or business performance environments.
• Proven ability to influence managers and senior stakeholders.
• Experience leading quality assurance and continuous improvement initiatives.
• Strong understanding of performance management, governance and service excellence principles.
• Demonstrable ability to interpret complex operational data and translate insight into improvement activity.
• Excellent stakeholder management, communication and presentation skills.
• Experience leading teams and developing high-performing individuals.
• Ability to challenge constructively and drive sustainable change.
• Strong project, planning and organisational skills.
• Experience within Revenues, Benefits, Entitlement Services or Local Government is advantageous.

Responsibilities

• Develop and maintain Operational Excellence Framework across Entitlement Services.
• Identify opportunities to improve operational effectiveness, outcomes, quality and efficiency.
• Lead continuous improvement initiatives delivering measurable service benefits.
• Drive adoption of best practice and organisational learning across services.
• Support strategic improvement programmes and operational transformation initiatives.
• Provide leadership of quality assurance and governance activities across service areas.
• Analyse quality outcomes and sponsor corrective and preventative actions.
• Lead production and interpretation of management information and performance insights.
• Present trends and recommendations to senior leadership teams.
• Build relationships with Operational Managers and senior stakeholders.
• Influence decision-making through evidence-based recommendations and governance forums.

Skills

Operational management

Quality assurance

Service improvement

Performance governance

Data interpretation

Stakeholder management

Communication & presentation

Team leadership

Change management

Project planning

Job description

NEC Software Solutions is seeking a Senior Service Improvement Manager to lead quality assurance, performance governance and continuous service improvement across Entitlement Services. You will translate insights into practical initiatives, collaborate with senior stakeholders and drive governance and transformation initiatives to deliver measurable benefits.

The role focuses on embedding a culture of accountability, improving customer outcomes and ensuring operational excellence across