Global ITIL, Quality Operations Manager

The Global ITIL & Service Quality Manager is responsible for creating an environment that facilitates high performance and collaborative working within the Global ITIL and Service Quality functions for Change Management, Knowledge Management, Problem Management, and Quality Management. This role involves driving adherence to processes, increasing effectiveness through monitoring and education, ensuring concise communication, and supporting global teams to improve service and operational efficiency. The manager will also be accountable for maintaining the Known Error and Knowledge Management system, building relationships to promote processes, and achieving KPI/OLA targets.

Must Have

• Drive adherence and effectiveness of Change, Knowledge, Problem, and Quality Management Processes.
• Ensure concise, informative, and professional ITIL process communications.
• Support global teams by driving process efficiencies and effective management.
• Accountable for driving the maintenance and adoption of the ITIL SKMS (Known Error and Knowledge Management system).
• Build relationships to promote ITIL processes and proactively improve them.
• Drive ITIL process KPI and OLA targets, addressing improvements via continual service improvement.
• Manage the ITI and Service Quality team, including succession planning.
• Establish and define a clear business and improvement strategy for ITIL processes.
• Develop and implement the Operating Model for ITIL functions.
• Develop, implement, and embed appropriate processes and procedures for IT service delivery.
• Contribute to and complete day-to-day BAU activities aligned to ITIL processes.
• Responsible for BSI/ISO compliance audits aligned to Change and Knowledge management.
• Apply a structured methodology and lead Change, Knowledge, Problem, and Quality Management activities.
• Drive and ensure PIRs on Change and Problem Management are conducted.
• Identify, analyze, and prepare risk mitigation tactics for ITIL processes.
• Ensure adequate tooling and training are in place to support ITIL processes.
• Hands-on experience in ITIL SKMS and ServiceNow.
• Reporting experience across a range of Cubic Customers.
• Exceptional listening and analytical skills with strong understanding of ITIL Processes.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint).
• An understanding of Cubic Technology and customer service processes.
• A Level education or equivalent.

Good to Have

• Broad experience in supporting multiple product areas.
• An appreciation of development of the Transport Industry.
• Experience in Change, Knowledge, Problem, and Quality Management Processes.
• Experience working in a high technical operational Service Centre or railway industry.
• Experience in delivering training.
• ITIL v3/v4 Foundation certification.

The Global ITIL & Service Quality Manager is responsible for creating an environment that facilitates high performance and collaborative working within the Global ITIL and Service Quality functions for Change Management, Knowledge Management, Problem Management, and Quality Management ensuring governance and adherence to process within the wider business and working collaboratively with other ITIL and regional Operations; whilst:

• Driving adherence to Change, Knowledge, Problem, and Quality Management Processes.
• Increasing effectiveness of Change, Knowledge, Problem, and Quality Management Processes through monitoring, adaptation, and education.
• Ensuring Change, Knowledge, Problem, and Quality Management Process related communications is concise, informative & completed in a professional manner.
• Support global teams by driving process efficiencies, aiding Support teams in effective Change, Knowledge, Problem, and Quality Management
• Driving visibility of Problem, Knowledge, and Quality Management to support teams in effective management and resolution activity across ITIL processes.
• Improving the service and operational efficiency, such as, service quality, and reduction in time spent on incident resolution etc.
• Accountable for driving the maintenance and adoption of both the Known Error and Knowledge Management system (ITIL SKMS)
• Capturing, arranging, classifying, and storing defined knowledge and making them available within ITIL SKMS.
• Build relationships to promote the Change, Knowledge, Problem, and Quality Management Processes, using feedback to pro-actively improve owned processes.
• Drive Change, Knowledge, Problem, and Quality Management Processes Management KPI and OLA targets, ensuring deliverables and addressing improvements via continual service improvement.
• Manager of ITI and Service Quality team and succession management planning to maintain highly effective and operational team.
• Establishing and defining a clear business and improvement strategy, aligned to goals and objectives for Change, Knowledge, Problem, and Quality Management Processes
• Developing and implementing the Operating Model for the Change, Knowledge, Problem, and Quality Management Processes functions
• Embedding CUBICS culture into the function with which to drive service excellence and improved customer experience.
• Developing, implementing, and embedding appropriate processes and procedures that underpin fast, effective, and reliable IT service delivery.
• Development of the Change, Knowledge, Problem, and Quality Management Processes Management function and team members, to establish a highly effective and successful team.
• Contributing and completing day-to-day BAU activities aligned to the Change, Knowledge, Problem, and Quality Management Processes Management role and team.
• Provide cover to other Global ITIL Operation managers and their teams when required.
• Responsible for BSI/ISO compliance audits aligned to Change and Knowledge management, whilst supporting the wider business with other audit requirements

Job Duties and Responsibilities:

• Drive Change, Knowledge, Problem, and Quality Management at the global organizational level.
• Apply a structured methodology and lead Change, Knowledge, Problem, and Quality Management activities.
• Drive and ensure PIRs on Change and Problem Management are conducted; ensuring outputs are recorded, tracked and driven via PCR within the relevant ITSM.
• Identify, analyze, prepare risk mitigation tactics for Change, Knowledge, Problem, and Quality Management.
• Drive and Support Change, Knowledge, Problem, and Quality Management communication and training efforts.
• Support organizational design and definition of roles and responsibilities.
• Track, improve and report on process governance failures for Change, Knowledge, Problem, and Quality Management.
• Ensure adequate tooling and training are in place to drive and support Change, Knowledge, Problem, and Quality Management
• Ensure Change, Knowledge, Problem, and Quality Management to ensure processes & associated communication is achieved in a professional and timely manner.
• Hold reviews of KPI’s, SLAs, OLAs & monitor Change, Knowledge, Problem, and Quality Management performance to ensure achievement measures are met and escalated as required.
• Measure success metrics, monitor and drive improvement to progress.
• Ensure overall process governance, appropriate measures and reporting are in place with outputs to drive improvements.
• Assist other Global ITIL Operations functions in promoting and driving adherence to their Processes.
• Working with GOC and Service Delivery Manager to involve clients where appropriate, communicating successes and building and delivering Continual Service Improvement plans.
• Accountable for the promotion and communication of the Change, Knowledge, Problem, and Quality Management policy, processes and procedures.
• Accountable for ensuring that processes are fit for purpose, efficient and effective and align with business requirements and strategy.
• Accountable for ensuring that process’ meets governance, and compliance requirements.
• Accountable for the resolution of issues relating to the Change, Knowledge, Problem, and Quality Management process, its interfaces with other ITIL disciplines and other business functions.
• Hands on experience in ITIL SKMS, ServiceNow
• Ownership of efficiencies, such as cost save/reduction via Change, Knowledge, Problem, and Quality Management process’.
• Support Transition of new bids or renewals into the Global ITIL Operations processes
• Ensure overall excellence, quality and value of Change, Knowledge, Problem, and Quality Management processes.
• Responsible for resolving any issues escalated up to Process Owner.
• Responsible for reviewing the process within required time frames.
• Perform process maturity assessments and reviews.
• Accountable for identifying and managing continual improvement opportunities.

Skills knowledge and experience:

Essential

• Reporting experience across a range of Customers
• Exceptional listening and analytical skills.
• Ability to identify trends and interpret data, strong understanding of ITIL Process’.
• Understanding of customer requirements and importance of reporting from a company view.
• The use of Microsoft Office particularly, Word, Excel, and PowerPoint.
• An understanding of Technology
• A wide understanding of customer service processes and methodologies.
• Ability to occasionally work off hours to monitor early morning and evening staff.
• Able to make a significant contribution in a team environment.
• Able to work both individually and as part of a team to ensure system and performance reporting are accurate, timely, and most importantly, correct.

Desirable

• Broad experience in supporting multiple product areas.
• An appreciation of development of the Transport Industry
• Experience in Change, Knowledge, Problem, and Quality Management Processes
• Experience working in a high technical operational Service Centre or technical background preferably gained in automated fare collection or railway industry.
• Experience in delivering training.

Education and qualifications:

Essential

• A Level education or equivalent.

Desirable:

• ITIL v3/v4 Foundation certification.

Personal Qualities:

• Ability to work both autonomously when required and productively within a cross-functional team environment.
• Responsible, organized with a logical thought process.
• Positive attitude.
• Team player.
• Diligent, with attention to detail.
• Able to problem solve and find effective and timely resolutions.
• Proactive.
• Excellent communication skills both verbal and written.
• Demonstrates excellent interpersonal skills with a willingness to share knowledge, coach and collaborate effectively with individuals and other departments.
• An enthusiasm for new technologies and their application for both business and consumers.
• A natural curiosity and a passion for learning new skills.
• A continuous improvement mindset.
• The tenacity to keep going when things get difficult, an optimistic and upbeat personal manner.
• Approachable, adaptable, and flexible and able to work on their own or as part of a team.

Worker Type:

Employee