Process Improvement Manager (IT Service Management)

# Career Opportunity: Process Improvement Manager Are you a strategic thinker with a passion for optimizing processes and driving operational excellence? This **Process Improvement Manager** role offers a compelling opportunity to shape and enhance service delivery within a leading energy company at the forefront of the net-zero transition. ## The Opportunity This position is a vital part of the **Service Strategy & Performance team**, dedicated to developing and refining a robust Service Management framework. The core focus is on elevating the **end-to-end service value chain**, often referred to as "the digital experience," by aligning with industry best practices like ITIL and SIAM. As a Process Improvement Manager, you will be instrumental in driving these enhancements, collaborating with stakeholders across the Service Management enterprise to deliver strategically aligned improvement initiatives. This role offers a blend of strategic planning and hands-on delivery. You'll be actively involved in designing and implementing improvement activities, while also providing expert guidance on improvement techniques and methodologies to foster a lean and agile culture. ## Key Responsibilities and What You'll Achieve: * **Strategic Initiative Planning:** You will take a leading role in defining the approach to process improvement initiatives, developing comprehensive scope documents and business cases, and securing the necessary sponsorship and investment. * **Cross-Functional Collaboration:** This role thrives on bringing diverse teams together. You will unite cross-functional stakeholders to define, design, and deliver improvement activities, championing an agile delivery approach. * **High-Quality Improvement Delivery:** Ensure that all process improvement work is executed to a high standard, diligently working towards achieving the objectives and benefits outlined in the business case. You'll actively manage stakeholder engagement throughout the lifecycle of an initiative, reporting on progress, risks, and impacts. * **Effective Implementation:** Collaborate closely with process owners to ensure readiness for implementation, including identifying, approving, and coordinating necessary activities and updating training materials and process documentation to reflect the post-implementation state. * **Advocacy for Improvement Culture:** Contribute to fostering a culture of continuous improvement by effectively showcasing Service Management improvement activities and their positive outcomes through appropriate channels. ## What You Bring to the Role: * **Framework Expertise:** A solid understanding of IT Service Management frameworks (such as ITIL) and Service Management and Integration (SIAM) principles is essential. * **Proven Improvement Delivery:** Demonstrable experience in managing and delivering improvement activities, with a strong ability to set expectations, track progress, and communicate results effectively. * **Analytical Prowess:** Excellent analytical and problem-solving skills are crucial, balancing business objectives with customer outcomes. You should be adept at presenting complex information and recommendations to diverse audiences. * **Collaboration & Facilitation:** Strong collaboration and facilitation skills are key to building positive relationships with stakeholders and driving consensus. * **Conflict Resolution:** The ability to effectively manage conflict and resolve issues with a positive and flexible attitude is highly valued. ## Advantages of This Opportunity: * **Impactful Work:** Contribute to a leading energy company's mission in a net-zero world, directly influencing the efficiency and effectiveness of their service delivery. * **Career Growth:** This role offers significant opportunities for professional development in service management, process improvement, and agile methodologies. You'll gain exposure to a broad range of stakeholders and complex initiatives. * **Flexible Working:** With **flexible-first options available**, this role supports a healthy work-life balance, acknowledging the importance of personal well-being alongside professional achievement. * **Comprehensive Benefits:** Beyond a competitive salary range of **£50,100 - £75,100**, you'll have access to a comprehensive benefits package designed to support your finances, well-being, and family. This includes discounts on private healthcare and gym memberships, wellness resources like an online GP and counselling, and financial assistance for technology and transport. Family entitlements such as generous maternity, adoption, and paternity leave are also included. * **Diverse Locations:** This role is available across multiple key locations: **Havant, Reading, and Glasgow**, offering flexibility in choosing a base that suits you. * **Commitment to Inclusion:** SSE is dedicated to fostering an open and inclusive workplace, actively welcoming applications from individuals from all backgrounds and those who may be underrepresented in the industry. ## Key Considerations for Your Career Path: * **Strategic Alignment:** This role is deeply embedded within a strategic function. Candidates should possess a keen understanding of how process improvements contribute to broader organizational goals. * **Stakeholder Management:** The success of this position hinges on effective collaboration. Candidates who excel at building relationships, communicating clearly, and managing expectations across various levels of an organization will thrive. * **Adaptability:** Working in a dynamic environment that champions lean and agile principles requires a flexible and adaptable mindset. Being comfortable with change and iterative development is advantageous. * **Fixed Term/Secondment:** Please note that this is a **Fixed Term Contract OR Secondment** opportunity. This could be an excellent way to gain valuable experience, contribute to a significant project, or explore a new career path within SSE. This Process Improvement Manager role presents an exciting chance to make a tangible difference, develop your expertise, and grow your career within an organization committed to a sustainable future.