Technical Service Improvement Manager to provide technical leadership to a small team of technical support, manage and executive action plan and to track/m

Our client is looking for a Technical Service Improvement Manager to provide technical leadership to a small team of technical support, manage and executive action plan and to track/measure improvements to common and persistent IT issues. - 21000

5 months contract, possibility for extension, Hybrid - 2 days (Tue and Thu) in the office

Must haves:

• 10+ years’ experience in Technical Service Support with good technical aptitude as subject matter in technical issues.
• 3+ years’ experience in technical service process improvement within large enterprise
• Strong presentation skills (synthesize complex information into consumable presentation for senior management)
• Some project management experience

Asset:

• LEAN certified
• BA experience/certification
• Some project management experience

Responsibilities:

• identify, analyze, create an action plan, execute and/or oversee action plan items, track/measure improvements to common and persistent IT issues.
• Lead and develop a service improvement plan.
• Gather requirements and data from stakeholders in the technology team and business users.
• Conduct a current state analysis of all technology service issues and present findings to senior leadership, including the CIO and Directors.
• Identify and communicate the most significant technology service issues within the enterprise, prioritizing which issues to address first.
• Lead and build a prioritized action plan that includes identifying the accountable technology teams to resolve the issues and outlining the processes to be followed for resolution.
• Develop, track and measure the progress of improvements on service issue and the process to improve.
• Work with Business Analyst for process mapping and process improvements