Process Improvement Manager (m/w/d)

Job Description

This role forms part of the Service Strategy & Performance team who define, design and develop a tooling-aligned Service Management framework; with a focus on enhancing the end-to-end service value chain ('the digital experience') in line with ITIL and SIAM industry best-practice.

The Process Improvement Manager plays a key role in delivering enhancements to this framework by bringing together stakeholders from across the Service Management enterprise to focus on strategically aligned improvement-based initiatives. The role takes an active approach to design and delivery of improvement activity, as well as providing guidance and expertise in improvement techniques and methodologies, in support of a lean and agile culture.

You will

• Process Improvement Initiatives Planning: Play an active role in defining the approach to process improvement initiative(s), by developing a scope document and/or business case, gaining Sponsorship and investment sign off.
• Cross-Functional Improvement Collaboration: Bring cross-functional stakeholders together to define, design and deliver strategically-aligned process improvement activities, utilising expertise in improvement techniques and championing an agile delivery approach.
• Process Improvement Delivery: Ensure that process improvement activity is executed at a high level of quality, working to achieve the objective(s) and benefit(s) as outlined in the scope document / business case. Actively manage stakeholder engagement throughout the delivery, from initiation to closure; ensuring progress, risks, issues and impacts are reported upon throughout. Ensure that improvement solutions, options and/or recommendations are presented for approval via appropriate governance.
• Process Improvement Implementation: Work collaboratively with the team(s) responsible for the process(es) to ensure that business readiness activity required to support improvement implementation is identified, approved and co-ordinated; with the required training material created / updated to support the implementation. Ensure that all process documentation is updated to reflect the post-implementation state.
• Improvement Culture Advocacy: Enhance improvement culture advocacy by showcasing Service Management improvement activity and outcomes through the appropriate channels.

You have

• Knowledge of IT Service Management frameworks (e.g. ITIL) and Service Management and Integration (SIAM) principles
• Experience in managing and delivering improvement activity; with the ability to set expectations, track and communicate progress and results
• Strong analytical and problem-solving skills, balancing business and customers outcomes; with the ability to present complex information and recommendations to various audiences
• Strong collaboration and facilitation skills to foster positive relationships with stakeholders
• Ability to effectively manage conflict/issue resolution with a positive and flexible attitude

Flexible benefits to fit your life

Enjoy discounts on private healthcare and gym memberships. Wellbeing benefits like a free online GP and 24/7 counselling service. Interest-free loans on tech and transport season tickets, or a new bike with our Cycle to Work scheme. As well as generous family entitlements such as maternity and adoption pay, and paternity leave.

Work with an equal opportunity employer

SSE will make any reasonable adjustments you need to ensure that your application and experience with us is positive. Please contact [email protected] / 01738 275 846 to discuss how we can support you.

We're dedicated to fostering an open and inclusive workplace where people from all backgrounds can thrive. We create equal opportunities for everyone to succeed and especially welcome applications from those who may not be well represented in our workforce or industry.

Ready to apply?

Start your online application using the Apply Now box on this page. We only accept applications made online. We'll be in touch after the closing date to let you know if we'll be taking your application further. If you're offered a role with SSE, you'll need to complete a criminality check and a credit check before you start work.