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Service Process Improvement Lead

  • Salary: £45000 - £55000 per annum + bonus
  • Job type: Permanent
  • Location: London
  • Sector: Other
  • Date posted: 08/02/2018
  • Job reference: J381214A

Service & Process Improvement Lead

We have an opportunity for a Service Process Improvement Lead to join Experis on a permanent basis. You will be working as part of our Employed Consultant team, on a major Telecommunications account. This is a change to be part of an award winning organisation whose key priority is investing in its people.

The Role:

The role is a 6 month assignment to map current service processes and recommend simplified, streamlined service processes, with associated organisational and systems recommendation. There will also be a requirement to provide guidance to the operational team in the next steps to implement and embed the processes.

Currently, service processes are inefficient and fragment

ed, resulting in high cost, errors, delays and significant costs of coordination. There are also major inconsistencies across different portfolio areas, as portfolios are developed in stove pipes, as well as regional variations, as different business units and global service hubs create their own processes.

The scope of the role is across all service processes, including Service Delivery, Assurance and Field Services.

Key Responsibilities:

  • Gain an understanding of business requirements of service processes and current challenges faced
  • Work with customer experience and operational teams to ensure that required Customer/Employee journeys are designed into end state operational processes
  • Take guidance from operational teams on required areas of focus, based on both cost reduction and required customer experience improvements
  • Scope and prioritise/sequence business process mapping workshops, across portfolio areas and geographical regions
  • Work with service teams to identify key attendees and manage workshop logistics
  • Build data analysis books to support workshops covering volumetrics, costs, dwell/transaction times etc.
  • Lead process redesign workshops
  • Use Lean/Six Sigma techniques to map current processes/people/systems
  • Identify painpoints/breakages and identify and drive quick fixes
  • Recommend simplified/streamlined to-be processes/systems/people, including interdependencies with other processes
  • Plan implementation of to-be processes and handover to implementation teams
  • Ensure a strong framework is in place for ongoing governance and compliance to processes
  • Feedback findings/recommendations into bid and portfolio teams to ensure that root causes are addressed at the portfolio/solutions design phase
  • Needs to be very strong in communication/workshop facilitation and excellent stakeholder management skills
  • Needs to understand data analysis and statistical techniques
  • Strong skills in the use of documentation, planning and presentation software tools e.g. Powerpoint, Sharepoint, Visio
  • Must have experience of process mapping in a complex/matrix environment

Interested candidates should submit their CV in the first instance. For more information, please contact Gemma Grayson at

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