Service Improvement Lead

Service Improvement Lead

Contract Length: 6 months

Location: Hybrid working (1x from office a week) from closest office: London, Bristol or Manchester

Daily rate: £550-£600

Status: Inside IR35


What you'll do:

● Support service teams across government to develop and deliver service improvements: work with departments to investigate current service performance and create and implement plans to improve/transform their services, ranging from small improvements to large scale interventions

● Be an expert able to demonstrate expertise in excellent service design and delivery and lead others to achieve it

● Demonstrate strong understanding of the complexity of government and potential blockers to delivering excellent services and how to address them

● Transfer knowledge to department and agency teams and staff to build their own service delivery capability

● Feedback to teams and senior leadership team, contributing insight to the development of products and services that have maximum impact




This role requires:

● Excellent knowledge of digital service performance end-to-end and how to improve it

● Analytical skills to identify issues with service performance and solutions to them

● Knowledge of government or other complex environments (organisational structures and governance/commercial/financial operating models)

● Communication skills. You can mediate between people and mend relationships,communicating with stakeholders at all levels. You can manage stakeholder expectations and facilitate discussions about high risk and complexity even within constrained timescales

● Collaboration. You know how to solve and unblock issues between teams or departments at the highest level. You understand the psychology of the team and can coach others on team dynamics and conflict resolution

● Life-cycle perspective. You know how to successfully lead teams through the full product life-cycle. You can identify which tools and techniques should be used at each stage and deal with potential risks across or between all stages. You can provide guidance and support to teams as they move through stages of the product life cycle




For more information, please email sara.studenna@certes.co.uk

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