Continual Service Improvement (Csi) Manager

Job description

Swindon/Highlands
About Capgemini
With more than 125,000 people in 44 countries, Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services. The Group reported 2012 global revenues of EUR 10.3 billion. Together with its clients, Capgemini creates and delivers business and technology solutions that fit their needs and drive the results they want. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM, and draws on Rightshore®, its worldwide delivery model.
Infrastructure Services
Capgemini’s Infrastructure Services offering comprises a comprehensive portfolio of services that maps across all aspects of IT infrastructure advisory, design, implementation and ongoing management, to serve as true an end-to-end capability partner entirely focused on business outcomes. The result is an infrastructure solution that is efficient, scalable and secure, that strikes a balance between flexibility and cost, while facilitating innovation and future business planning.
Our portfolio of services covers all aspects of infrastructure to provide true end-to-end solutions focused on your business outcomes. The result is improved service quality, productivity and end-user satisfaction.
Data Center Services
Infrastructure Outsourcing
Infrastructure Transformation Services
Remote Infrastructure Management
Workplace Services
Virtualization
Service Integration
Service Management
Capgemini provides a service integration service to a UK financial organisation. As part of a multi-source delivery model, Capgemini is responsible for managing the delivery of cross-service operations functions from a number of suppliers providing; end user computing, hosting, service desk and network services.
The Continual Service Improvement (CSI) Manager is the service owner for the CSI Process. Continuous Improvement manages improvements to performance by continually measuring, reporting and making improvements to the Cross-Delivery processes to increase efficiency and effectiveness (including cost effectiveness) for the Clients Business.
The Continuous Improvement Manager will design, build, implement and manage the Cross-Delivery Continuous Improvement Process, including an Innovation Process to manage new ideas and proposals.
The role will include overseeing the day to day operation of the Process to provide a consistent way of managing Continuous Improvement activities. The process must conform to Client requirements and good practice for Continual Improvement Management.
Continuous Improvement should drive a reduction in incidents, improve the availability of systems and reduce the costs of Service.
The role is Client facing and is also required to contribute to the development and deployment of an ITIL aligned process, and configuration of the underlying ServiceNow toolset.
Design, build, implement, manage and maintain the Cross-Delivery Continuous Improvement Process and tools across all Suppliers, ensuring they are compliant with the Clients Continuous Improvement policy, processes and standards
Design, build and implement the Continuous Improvement supporting tools, subject to Client approval
Design, build and deliver the Continuous Improvement reports as agreed with the Client
Support the Client to identify, prioritise, and implement improvement opportunities across the Cross-Delivery and Cross-functional processes to realise benefits
Own and manage a Cross-Delivery Continuous Improvement Plan based on the input of the Suppliers, subject to Client approval. The Plan shall include measurable improvement targets and clearly identifiable benefits and will be regularly reviewed with the Client
Ensure that baseline data is captured to measure the effectiveness of all improvements across Suppliers
Ensure that Continuous Improvement activities are approved, coordinated and managed across all Suppliers for all processes, as approved by the Client, in accordance with the Cross-Delivery Continuous Improvement Process
Facilitate, on a monthly basis, Cross-Delivery Continuous Improvement Plan review meetings with Suppliers the Client and coordinate an innovation forum between Suppliers and the Client
Provide suggestions and plans to the Client regarding improvement targets that have not been achieved
The jobholder may be required to undertake such other duties as may be reasonably required commensurate with their grade and position in the Company.
Technologies Used:
Essential:
General knowledge of desktop products, procurement and operational delivery of services.
MS Office skills in Word and Excel.
Desirable:
Knowledge of the use of ServiceNow
Person Specification:
Essential:
CSI experience
Quality documentation and report writing ability.
General Management skills (Time management, Communication Skills, Staff Management etc.)
Experience of managing meetings and facilitation skills
Excellent documentation and report writing ability
Experience of leading teams
Desirable:
Experience of working with 3rd parties
ITIL v3 Foundation
Knowledge of the working practices and infrastructure within Data Centres, Operations Centres and Service Desks
Experience of implementing CSI Management
Familiarity with Financial regulations
Essential:
Flexibility and ability to cope with pressure situations
Knowledge of better practice methodologies (ITIL, Deliver etc).
Excellent communications skills required
Excellent organisational skills
Desire to succeed and to drive improvement on behalf of Capgemini and the Client
Must be confident and have good leadership, communication and presentation skills
Desirable:
Good understanding of the IS Business

About Capgemini

En 1967, la ville de Grenoble est en pleine effervescence avec l’apparition des télévisions couleur et les Jeux Olympiques d’hiver en 1968. C’est alors que l’entrepreneur Serge Kampf, décide d’évoluer avec les nouvelles technologies et lance alors une société d’informatique, Sogeti. C’est ainsi que commence l’histoire du Groupe Capgemini.

Aujourd’hui Capgemini est devenu l’un des leaders mondiaux de l’industrie du conseil, des services informatiques et d’infogérance. Le groupe est implanté dans 44 pays à travers le monde et repose sur un effectif de plus de 130 000 collaborateurs. En 2012, Capgemini a réalisé un chiffre d’affaires mondial de 10,3 milliards d’euros.

L’objectif du groupe est de fournir aux entreprises les moyens de réagir plus rapidement et plus intuitivement aux évolutions du marché afin qu’elles deviennent plus agiles et compétitives.