Continuous Service Improvement Lead - Hybrid Working Model with Flexible Benefits (Previous Relev...
7 days ago
Warwick
\n Continuous Service Improvement Lead\n \n Job Description\n Continuous Service Improvement Lead Telecoms / Defence / SCIDA \n Location: Warwick HQ (CV34 5AH) Hybrid Working Industry: Telecoms, MOD, Defence, Critical National Infrastructure Package: Competitive Starting Salary + Car Allowance + Matched Pension + Flexible Benefits \n Join Telent and help support the UKs 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. \n Were 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. \n Full Right to Work in the UK required, and eligibility to gain NPPV3 / SC Security Clearance. \n The Role: \n As the CSI Lead, you will design, embed and maintain the improvement framework that supports SCIDAs 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. \n CSI Lead - What Youll Do: \n Continuous Improvement Governance \n \n • Develop and maintain a continuous improvement approach using OODA Loops (mobilisation) and PDCA (steady-state operations)\n, • Lead the Continuous Improvement Plan (CIP) as a live and evolving document\n, • Communicate improvement plans, progress and outcomes through dashboards, reports, forums and presentations\n, • Build and deliver training programmes (Lean, Six Sigma, Agile) to develop CI capability\n, • Develop recognition mechanisms to reinforce positive improvement behaviours\n, • Define and monitor KPIs for efficiency, quality, engagement and innovation\n, • Use dashboards and analytics to report performance and drive decision-making\n, • Identify and promote opportunities for process, tool or service improvement\n, • Excellent communication, facilitation and reporting skills\n, • Experience presenting to senior stakeholders and customers\n, • Proven background in service improvement, business analysis or related fields\n, • Strong knowledge of CI methodologies (OODA, PDCA, ITIL)\n, • Customer-facing and presentation experience\n, • QEHS/contract documentation writing capability\n, • ITIL 4 Foundation qualification\n, • NPPV3 / SC Security Cleared (or ability to obtain)\n, • Experience designing and delivering training and recognition programmes\n, • Strong capability with Microsoft Apps (Teams, Forms, Power Automate, Lists, SharePoint, Planner)\n, • Confident user of and experience of PowerBI, VLOOKUP, Pivot Tables (MS Excel)\n, • Analytical mindset with KPI measurement and reporting experience\n, • Full UK Driving Licence\n, • Knowledge of Oracle, Remedy ITSM and/or other similar business tools\n, • Experience adapting CI approaches to changing business needs\n, • Knowledge of Defence ICT standards and JSP 101\n, • Change Management Practitioner or equivalent experience\n, • BEN1 Car Allowance\n, • 26 days annual leave + 8 bank holidays (with buy/sell options)\n, • Company-matched pension\n, • Flexible Benefits portal\n, • Family-friendly policies\n, • Wellbeing and occupational health support\n