Service Improvement Manager

Company Description

Come join us and make a difference in the world!

Discover more at www.necsws.com

Job Description

Role Purpose 

As Senior Service Improvement Manager, you will lead the development and implementation of quality, performance and continuous service improvement initiatives across Entitlement Services. Reporting to the Senior Operating Officer, you will work alongside Operational Managers and senior stakeholders to improve service performance, strengthen governance, enhance customer outcomes and embed a culture of accountability and continuous improvement.  

You will be responsible for translating quality assurance findings, operational insight and performance data into practical improvement initiatives that deliver measurable benefits across multiple service areas. Acting as a trusted partner to operational leadership teams, you will challenge existing processes, influence decision-making and drive improvements that enhance efficiency, compliance, employee engagement and customer satisfaction.  

The role will provide leadership across quality assurance, service improvement, performance governance and business transformation activities, ensuring operational excellence is embedded throughout Entitlement Services. 

Key Responsibilities 

Operational Excellence and Continuous Improvement 

• Develop and maintain the Operational Excellence Framework across Entitlement Services. 

• Identify opportunities to improve operational effectiveness, customer outcomes, quality and efficiency. 

• Lead continuous improvement initiatives that deliver measurable service benefits. 

• Drive the adoption of best practice, innovation and organisational learning across services. 

• Support the delivery of strategic improvement programmes and operational transformation initiatives.  

Quality Assurance and Governance 

• Provide leadership and oversight of quality assurance activities across all service areas. 

• Ensure robust quality control frameworks are established and maintained. 

• Analyse quality assurance outcomes and identify recurring themes, risks and improvement opportunities. 

• Sponsor corrective and preventative action plans where performance or compliance concerns are identified. 

• Ensure quality, compliance and audit activities support contractual and regulatory requirements.  

Performance and Insight 

• Lead the production and interpretation of management information, performance reporting and operational insight. 

• Develop performance frameworks that support accountability and continuous improvement. 

• Analyse operational data, customer feedback and quality outcomes to identify strategic risks and opportunities. 

• Provide meaningful recommendations to senior managers to improve service delivery and operational performance. 

• Present performance trends and improvement recommendations to senior leadership teams 

Stakeholder Management and Influence 

• Build strong relationships with Operational Managers, Senior Leaders and key business stakeholders. 

• Act as a trusted advisor on quality, performance and improvement matters. 

• Influence operational decision-making through evidence-based recommendations and strategic insight. 

• Facilitate governance forums focused on quality, performance, risk and improvement. 

• Support senior leaders in addressing organisational challenges and implementing sustainable solutions.  

Culture and Capability Development 

• Promote a culture of accountability, ownership and continuous improvement across Entitlement Services. 

• Support managers to embed quality standards and improvement disciplines within day-to-day operations. 

• Coach and mentor managers on quality management, performance improvement and change adoption. 

• Foster collaboration between operational, quality and support teams to encourage knowledge sharing and innovation. 

• Champion employee engagement and professional development initiatives.  

Change and Transformation 

• Support the delivery of service redesign, transformation and change initiatives. 

• Develop improvement plans and ensure actions are effectively implemented and embedded. 

• Monitor benefits realisation and measure the impact of improvement activities. 

• Ensure changes are communicated effectively and supported through appropriate governance and stakeholder engagement. 

• Drive the adoption of a continuous improvement mindset across services.  

Leadership Responsibilities 

• Provide leadership to Quality Assurance and Service Improvement teams. 

• Manage team performance, development and resource planning activities. 

• Support recruitment, succession planning and capability development. 

• Create a high-performing environment focused on delivery, innovation and service excellence. 

• Provide regular updates to the Senior Operating Officer on quality, performance, risks and improvement activity.  

Qualifications

Skills and Experience 

• Significant experience within operational management, quality assurance, service improvement or business performance environments. 

• Proven ability to influence managers and senior stakeholders. 

• Experience leading quality assurance and continuous improvement initiatives. 

• Strong understanding of performance management, operational governance and service excellence principles. 

• Demonstrable experience interpreting complex operational data and translating insight into improvement activity. 

• Strong stakeholder management, communication and presentation skills. 

• Experience leading teams and developing high-performing individuals. 

• Ability to challenge constructively, influence decision-making and drive sustainable change. 

• Strong project, planning and organisational skills. 

• Experience within Revenues, Benefits, Entitlement Services or Local Government services would be advantageous 

Additional Information

We are proud of the benefits we offer employees of NEC Software Solutions 

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
• 25 days paid holiday with the option to buy/ sell 
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
• A fantastic selection of flexible benefits to suit your individual needs
• We are an employer who cares, we have a invaluable employee assistance programme which can help in every area of your life
• All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.

OTHER INFORMATION

Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.

All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

Who We Are:

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.