Manager

As a Continuous Improvement & Delivery Manager in our Tech Hub team, your impact will be seen through the following accountabilities: • Lead and develop a small team of two people focused on service performance uplift, process improvement, and customer experience improvement • Drive service performance uplift across Tech Hub, using operational data, service insights, stakeholder feedback, and customer experience measures to identify improvement opportunities • Move beyond service level objective monitoring by identifying root causes, shaping improvement plans, and embedding sustainable uplift in service outcomes • Apply Lean process improvement methods to simplify ways of working, reduce waste, improve flow, and strengthen operational effectiveness • Embed process and capability uplift across teams by supporting adoption, coaching stakeholders, and reinforcing improved ways of working • Track Tech Hub Leadership Team deliverables for leadership-sponsored initiatives, Apply project management disciplines to plan, coordinate, track, and report on improvement initiatives, including milestones, risks, dependencies, decisions, and outcomes • Partner with Technology teams, Finance, governance stakeholders, and business partners to translate performance insights into practical improvement actions • Prepare clear reporting, insights, and recommendations that demonstrate service performance trends, improvement progress, and realised upliftincluding actions, dependencies, risks, decisions, progress, and outcomes

As a Continuous Improvement & Delivery Manager you will have the following knowledge and skills: • Lean process improvement qualifications and demonstrated experience applying Lean methods in an operational or technology environment • Experience leading process improvement and customer experience initiatives that improve service outcomes and ways of working • Experience driving service performance uplift beyond service level objective monitoring, including root cause analysis, improvement planning, and benefit tracking • Proven ability to embed uplift in both process and capability through adoption planning, stakeholder coaching, communications, and reinforcement of improved ways of working • Understanding of risk and controls in process improvement, including the ability to identify control impacts, manage operational risks, and embed sustainable and well controlled improvements • Experience leading or coordinating a small team, including setting priorities, coaching team members, and ensuring delivery quality • Strong analytical and problem-solving skills, with the ability to translate operational, service performance, and customer experience data into clear insights and actions • Strong stakeholder management skills, including the ability to work with Technology teams, governance stakeholders, business partners, and service owners • Ability to influence senior stakeholders and create transparency on progress, risks, dependencies, decisions, and delivery outcomes for leadership-sponsored initiatives • Strong project management skills, including the ability to plan initiatives, manage milestones, coordinate stakeholders, track dependencies, escalate risks, and report progress against outcomes • Ability to prepare clear reporting, insights, recommendations, and improvement updates for management and leadership audiences • An experienced technical expert who uses your specialised skills to provide advice, influence others, and help by directly contributing to solutions. • Ability to solve complex work problems leveraging overarching guardrails, experience and strong judgement. • Experience being a first level operational Team Leader with full responsibility for other team members (up to 10 people) to deliver results. • Ability to consider direction and form annual prioritisation of work. • Ability to be actively involved in large projects and/or leading medium scale projects