3121 Service Improvement Manager

看过: 102

更新日: 17-11-2025

位置: Braine-l’Alleud Walloon Brabant

类别: 执行管理

行业:

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工作内容

Required Security Clearance: NATO SECRET

DUTIES AND ROLE
Business process improvement

Manages the execution of business process improvements.
Analyses and designs business processes to identify alternative solutions to improve efficiency, effectiveness and exploit new technologies and automation.
Develops graphical models of business processes to facilitate understanding and decision-making.

Organizational capability development

Contributes to identifying new areas of capability improvement within the organization which may include enhancements to skills, technology or processes.
Develops and maintains a detailed knowledge of capability improvement approaches and techniques and selects appropriate approaches for the organization.
Offers support, guidance, advice and suggestions to help continual improvement activities.

Business intelligence

Sources and prepares data for analysis and performs standard business intelligence analysis activities.
Creates and delivers standard reports in accordance with stakeholder needs and conforms to agreed standards.
Contributes to the recommendation of improvements.

Quality Management

Assists in the development of new or improved practices and organisational processes or standards.

Stakeholder relationship management

Collects and uses feedback from customers and stakeholders to help measure the effectiveness of stakeholder management.
Excellent written communication skills for drafting clear, concise, and user-friendly articles, announcements, and site updates

Methods and tools

Provides advice and guidance to support the adoption of methods and tools and adherence to policies and standards.
Contributes to and operate a governance structure and develop the processes required to operate a CSI portfolio.
Manages and monitors CSI initiatives across the NATO Enterprise and Mission environments.
Updates and maintains of the CSI Register.
Ensures the improvement plans introduce specific metrics and mechanisms to measure benefits.
Establishes a framework of practice to promote the culture of continual improvement within the organization, creating a culture for openness and sharing of ideas.
Collaborates with IT and business teams to ensure that service improvement initiatives are effectively implemented and integrated into daily operations.
Prepares regular reports on service improvement progress, including performance trends, achieved milestones, and upcoming initiatives.

SKILL, KNOWLEDGE & EXPERIENCE

The candidate must have a currently active NATO SECRET security clearance.
A Bachelor’s degree at a nationally recognized/certified University in a related discipline and 2 years post-related experience.
Recent experience (at least 2 years) in IT service management, with a focus on continual improvement.
Prior experience contributing to successful service improvement initiatives across large organizations.
Relevant experience in facilitating meetings, preferably in an international environment.
Excellent written and verbal communication skills.
Experience in roles requiring to work independently and collaboratively in a team environment.
Experience in SharePoint, including adding and updating site content, managing document libraries, and linking documentation.

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