A rewarding opportunity to play a key role as part of the IT & Networks Senior Management Team working as the Technical Assurance & Service Improvement Director reporting directly into the Managing Director – IT & Networks.
- The Director of Technical Assurance & Service Improvement is responsible for ensuring that we continuously improve, refine, automate and innovate our services across the entire IT&N estate. Working with the Directors, and nominated representatives, of each tower (Service Desk & Service Management, End User Services, Hosting and Cloud, Networks, Operations and Professional Services), work to ensure that we are achieving our SLA standards and compliance across all of our technologies and services.
- The Director of Technical Assurance & Service Improvement is responsible for the compliance of Capita's IT&N infrastructure with agreed SLAs, audit compliance (working with CISO), process engineering & enhancement and assurance across the platforms.
Role and Responsibilities
- Responsible for the delivery of technical governance for services provided to all Capita clients, provided by IT & Networks, with a focus on exceeding customer expectations.
- Use data, statistics and reporting to identify key challenges and drive continuous improvement within Operations and IT&N
- Ensure the day to day running of the Operations business area is effective, aligns to the business strategy, and meets customer requirements
- Responsible for sharing future roadmaps and changes to the infrastructure with our clients via Service Excellence and Strategy Teams.
- Provide strong technical advocacy and direction with a strong collaborative approach promoting best practices across the new Capita TSS organisation to ensure successful delivery.
- Drives assurance activities to guarantee inventory accuracy across the IT & networks estate
- Identifies and contributes towards process & procedural evolution and enhancement
- Oversees IT & networks and ensures the relevant head of departments are keeping their risk entry’s up to date
- Working across the Pillar to establish an IT&N Continuous Improvement Framework to:
- Promote a culture of openness and collaboration driving Continuous Improvement, (e.g., employee engagement forum)
- Measure Cost of Quality, implement controls and improvements to reduce cost of poor quality,
- Deliver quality excellence by assessing performance against benchmarking,
- Ensure productivity is measurable and accuracy is auditable, team improvement plans are in place to drive value addressing shrinkage and cost to serve (link to objectives, performance reviews as well as L&D),
- Identify, assess and develop process reengineering opportunities along with maturity metrics which improves efficiency and reduces variability,
- Maximise benefit from Global delivery capabilities and automation
