Senior Service Improvement Leader — Drive Excellence

NECSWS; Tees Valley; Sur place; GBP 75 000 - 95 000; Plein temps

Avantages offerts par ce poste

Private Medical Cover

25 days holiday

Life assurance cover

Pension plan

Flexible benefits

Employee assistance programme

LinkedIn Learning access

Résumé du poste

NEC Software Solutions in the United Kingdom seeks a Senior Service Improvement Manager to lead quality, performance and continuous service improvement across Entitlement Services. You will translate insights into practical improvements, partner with operational leadership and drive governance, customer outcomes and accountability.

Leading across QA, service improvement, governance and transformation, you will embed operational excellence and champion best practices while collaborating with

Qualifications

• Significant experience within operational management, quality assurance, service improvement 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 experience interpreting complex operational data and translating insight into improvement activity.
• Strong stakeholder management, communication and presentation skills.
• Experience leading teams and developing high-performing individuals.
• Ability to challenge constructively, influence decision-making and drive sustainable change.

Responsabilités

• Operational Excellence and Continuous Improvement: Develop and maintain the Operational Excellence Framework across Entitlement Services.
• Identify opportunities to improve operational effectiveness, customer outcomes, quality and efficiency.
• Lead continuous improvement initiatives that deliver measurable service benefits.
• Drive the adoption of best practice, innovation and organisational learning across services.
• Support the delivery of strategic improvement programmes and operational transformation initiatives.
• Quality Assurance and Governance: Provide leadership and oversight of quality assurance activities across all service areas.
• Ensure robust quality control frameworks are established and maintained.
• Analyse quality assurance outcomes and identify recurring themes, risks and improvement opportunities.
• Sponsor corrective and preventative action plans where performance or compliance concerns are identified.
• Ensure quality, compliance and audit activities support contractual and regulatory requirements.
• Performance and Insight: Lead the production and interpretation of management information, performance reporting and operational insight.
• Develop performance frameworks that support accountability and continuous improvement.
• Analyse operational data, customer feedback and quality outcomes to identify strategic risks and opportunities.
• Provide meaningful recommendations to senior managers to improve service delivery and operational performance.
• Present performance trends and improvement recommendations to senior leadership teams
• Stakeholder Management and Influence: Build strong relationships with Operational Managers, Senior Leaders and key business stakeholders.
• Act as a trusted advisor on quality, performance and improvement matters.
• Influence operational decision-making through evidence-based recommendations and strategic insight.
• Facilitate governance forums focused on quality, performance, risk and improvement.
• Support senior leaders in addressing organisational challenges and implementing sustainable solutions.
• Culture and Capability Development: Promote a culture of accountability, ownership and continuous improvement across Entitlement Services.
• Support managers to embed quality standards and improvement disciplines within day-to-day operations.
• Coach and mentor managers on quality management, performance improvement and change adoption.
• Foster collaboration between operational, quality and support teams to encourage knowledge sharing and innovation.
• Champion employee engagement and professional development initiatives.

Connaissances

Operational management

Quality assurance

Service improvement

Stakeholder management

Data interpretation

Presentation skills

Description du poste

NEC Software Solutions in the United Kingdom seeks a Senior Service Improvement Manager to lead quality, performance and continuous service improvement across Entitlement Services. You will translate insights into practical improvements, partner with operational leadership and drive governance, customer outcomes and accountability.

Leading across QA, service improvement, governance and transformation, you will embed operational excellence and champion best practices while collaborating with