IT Quality & Improvement Lead

We're also playing our part in addressing the UK housing crisis locally, by building hundreds of new, modern and contemporary homes for rent in Sunderland - homes that meet the needs of local people. Not only do we provide vital housing - we support our tenants, residents and communities by investing in services that help people live their best possible life.
This includes helping people to work, victims of domestic abuse and anti-social behaviour, young people to live independently, as well as a wellbeing service that supports our elderly tenants and residents., Job title: IT Quality & Improvement Lead Working hours: Mon - Fri 36 hours per week Gentoo is a values-led, charitable organisation that provides more than 60,000 people in Sunderland with a place they can call home. We have a clear vision and a social purpose. We believe that everyone has the right to live in a good quality home that they can afford. We have a great newly created opportunity for an experienced Quality and Improvement Lead in the IT Service Management team, based at our Doxford Park, Sunderland head office. We know how important it is to have a great work-life balance, and we offer hybrid working, a blend of office and home-based working. It is key that you can be in the office part of the working week and be flexible to attend on-site meetings as required, therefore we are unable to accommodate remote working. The ITSM & Infrastructure team within Gentoo's internal IT function, work alongside solutions, change and business intelligence
functions to enable and support Gentoo's colleagues in their mission to create great homes and communities for our tenants. This role is key to the success and continued development of the Gentoo IT Service Management function, to ensure the IT department meets the business needs. The Quality and Improvement Lead will be accountable for continual improvement across the IT function, ensuring that continual improvement is embedded in the department's culture. The role is subject to a basic DBS paid for by Gentoo. Key responsibilities will include the following, a full job description is available to view at www.gentoogroup.com/careers Develop and oversee a Continual Service Improvement (CSI) programme. Conduct an internal audit of IT process adherence and efficiency. Through the practices of ongoing quality and risk management, ensure the IT function has a recorded understanding of risks that are categorised and prioritised. Escalates risk to the corporate
risk and governance function Own customer satisfaction surveys, respond and develop improvement plans Monitor SLA reporting, challenging process owners/managers to develop improvement plans Have full accountability for the function's communications plan Actively participate in Service Transition activities to ensure a smooth transition from the project phase into live service. Assure new IT services are defined with clear goals, objectives and audit/monitoring techniques are defined. Deputize for the Head of ITSM & Infrastructure where required. Demonstrate an understanding of the strategic direction of the business, identifying improvement plans to support the department in meeting its goals and objectives. Attend meetings with suppliers, colleagues, and internal customers to present improvement plans and monitor ongoing progress. Produce reports for the senior leadership team and departmental management, to show progress against key performance indicators including the
progress of existing CSI initiatives and plans for improvements identified in the reporting period.

A degree in Business or IT, or the essential skills and experience which have been developed in a similar role at a similar level. It is essential you hold the ITIL 4 Foundation. Extensive demonstrable experience in an ITSM environment. Previous experience influencing managers, leaders, and colleagues in an ITIL environment is essential You will be able to demonstrate your previous experience with project management methodologies in the context of continual service improvement (e.g., Agile, Scrum). It's essential that you can also demonstrate the development of ITSM reports with recommendations made from the data presented. Experience in leading continual service improvement workstreams across the IT department, and experience in the development a running of internal quality/process audits is also essential. The following is highly desirable: Capacity and demand planning skills Continual Service improvement and change enablement skills ITIL 4 Strategic
Leader ISO9001 Technical Certification (example MS or Cisco certifications) Experience of: Quality Management Internal Audit Jira Service Management Some of our great benefits include: 31 days annual leave (plus bank holidays) with an option to purchase up to 5 additional days per year. 12.30 pm finish on a Fridays Flexible and hybrid working. Free Health Cash Plan, with cashback for dental, optical, physio, wellbeing therapies and more, with some free child cover. Access to private healthcare through the Health Cash Plan. Competitive Aviva pension scheme - Gentoo will contribute up to 10% based on your personal contribution. Salary sacrifice electric vehicle scheme Enhanced family-friendly leave Car mileage allowance if you use your personal vehicle for business purposes. Life assurance cover to the value of 3 times your annual salary.

Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.

We're a housing association that provides more than 60,000 people in Sunderland with a place they can call home. We're a values-driven organisation, with a clear vision, a social purpose and a commitment to investing in people, place and property. We believe everyone has the right to live in a good quality home they can afford and invest millions of pounds every year in keeping our existing homes safe, secure, and compliant.