applicants
IT Continuous Improvement Manager
at Transport for London London in London (Published at 04-10-2023)
Organisation
- Customers, Communication and Technology
Job
- Technology Service Operations
Position Type
- Full Time
Location: Mix of home working and North Greenwich, London Salary: £60,000 - £65,000 plus fantastic benefits UK Sponsorship available
About Us: Technology Service Operations (TSO) is accountable for ensuring the day to day running of all systems, software, infrastructure and managed services within Technology and Data (T&D) across TfL. We support over 400 distinct business services and 30,000 desktop users.
About the Role: This is a key role working within a centralized Service Strategy and Governance function within TfL’s IT directorate. The remit of the team is to continually improve our IT Operations including, delivery of strategic projects, implementing governance and undertaking risk, audit and assurance activities within key projects and both back office and operational processes. Over the next year the role will work on projects such as but not limited to; Software Access Management improvement project, implementation of a new ITSM toolset and leading a forum focused on continual improvements.
As part of the role, you will be expected to identify, prioritise, plan and deliver a portfolio of Strategic and tactical improvement initiatives, with the aim of reducing risk, delivering efficiencies and improving the experience of our internal and external customers.
Accountabilities
1. Responsible for reviewing processes and policies with stakeholders to identify risks and improvement opportunities.
2. Accountable for designing and implementing the strategic improvement initiatives for TSO in collaboration with the Service Operations Manager and Service Owners
3. Responsible for managing Business Change activities across all TSO areas ensuring that staff are kept up to date of reasons for and progress of technology changes.
4. Ownership of engagement activities across stakeholder groups to help ensure continual service improvement activities are delivered and any changes adopted effectively.
5. To develop key processes, reflecting industry best practice, that generate sufficient controls to ensure compliance with all relevant standards & policies and ensure consistent implementation across TfL
6. Responsible for building and maintaining relationships with key stakeholders to understand any changes in priorities or likely business demand and mitigate any threats identified.
7. Responsible for maintaining roadmaps and strategy documents in order to effectively demonstrate progress and articulate benefits.
Knowledge
- Knowledge of the technology industry
- Knowledge of service management / ITIL framework
- Knowledge of key IT processes and best practice
- An understanding of TfL’s services, policies and practices. (Desirable)
Skills
Subject matter expert on knowledge management, people and process capabilities including:
- Knowledge transfer methodologies, such as communities, expertise recognition and connection, story-telling, knowledge-centred support desk operation
- Strong understanding and extensive usage of knowledge asset acquisition & classification process and tools, such as knowledge mapping, after-action reviews, lessons learned
- Ability to assess and quickly understand complex issues, identify problems and propose solutions
- Proficiency in Word, Excel, PowerPoint and Outlook
- Strong project management and negotiation capabilities
- Ability build consensus around a strategic direction
Experience:
- Experience of managing change initiatives across multiple stakeholder groups
- Experience of process and/or policy development
- Experience of working in a customer services and public sector environment is desirable
- Experience of working in a technology service operations environment
Advert closes on Tuesday 10th October 2023 at 23.59
UK Skilled Worker Visa Sponsorship available, more information on the process can be discussed during the application process
Excellent Benefits include:
- Final salary pension scheme
- Free travel for you on the TfL network
- A 75% discount on National Rail Season Ticket and interest free loan
- 30 days annual leave plus public and bank holidays
- Private Healthcare
- Tax-efficient cycle-to-work programme
- Retail, health, leisure and travel offers
- Discounted Eurostar travel
Additional Information Please apply supplying both your CV and a covering letter preferably in “.docx” format. Both documents should be A4, in Arial 12 font, and a maximum of 2 pages per document.
If you are shortlisted you may be invited to take part in a Video interview. We endeavour to give candidates as much notice as possible however some interviews/ assessments will be organised at short notice and will require a degree of flexibility. We reserve the right to close the application window early if we receive a high volume of suitable applications.
We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.
Many of our staff work flexibly in many different ways. Please talk to us at interview about the flexibility you need. We'll see what we can do. We understand a confidence gap can get in the way of meeting spectacular candidates. So please don’t hesitate to apply if you think you have what it takes even if you feel you don’t meet all the criteria. We’d love to hear from you.
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