IT Continuous Service Improvement Manager

London, South East England
17 Jun 2017
17 Jul 2017
Contract Type
Full Time

IT Continuous Service Improvement Manager

London - £30,000 - Permanent

As an IT Continuous Service Improvement Manager you will be responsible for the management and delivery of all Service Improvement initiatives across IT. You will also champion Problem Management leading IT staff through the problem management lifecycle for existing and new problems.

Key Responsibilities:

  • Develop reports to ensure adequate governance of the IT function alongside the delivery of KPI reports used to communicate IT performance.
  • Lead and drive reporting improvements for IT Services and Operational performance of teams
  • Provide consultancy to teams across IT to aid decision making
  • Establish key metrics and develop/provide effective reporting of KPI's and trends
  • Ensure reporting follows set standards and principles for trust and confidence in metrics for consistent quality
  • Production of regular and ad hoc LANDesk reports
  • Support and implement effective delivery of IT performance and status reporting through Service Management tool (LANDesk)
  • Engage with teams across the IT community to help identify and implement service improvements


  • Evaluate IT processes on a regular basis, identifying areas where the targeted process metrics are not reached, and holding regular benchmarking, audits, maturity assessments and reviews.
  • Quality Assurance - LANDesk call notes/updates, ticket summary, prioritisation and categorisation

Continual Service Improvement

  • Define specific initiatives aimed at improving IT services and processes, based on the results of service reviews and process evaluations.
  • Responsible for creating, initiating actions and managing IT Service Improvement Plans to manage improvement initiatives.
  • IT Customer survey - Responsible for the creation, distribution and leading the results review process
  • Problem management - responsible for the problem management lifecycle ensuring all problem records logged are accurate and clear ownership is defined for any agreed actions.


  • Good interpersonal and negotiation skills
  • Statistical and analytical skills
  • Good organizational and planning skills
  • Ability to influence and motivate staff
  • Able to be creative and innovative with service quality, improvement and solutions
  • Proven continual service improvement experience
  • Good understanding of IT service operations and key processes
  • Knowledge of service management tools e.g. LANDesk
  • Good understanding of problem management methodologies - ITIL, Kepner-Tregoe


  • Demonstrable experience with IT Service Management
  • Minimum of 2-3 years' operational experience within an ITIL environment.


  • ITIL v3 Foundation (Essential)
  • ITIL v3 Service Operation (Desirable)
  • ITIL v3 Continual Service Improvement (Desirable)

Huntress does not discriminate on the grounds of 'protected characteristics' as defined under the Equality Act and other relevant UK legislation.

Huntress acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.