D&I Service Improvement Facilitator

Support the Delivery of Improvement Initiatives Assist with the planning, delivery, and monitoring of several Service Improvement initiatives within the department. Plan and monitor the delivery of actions across the departments improvement initiatives. Plan and monitor the allocation of sufficient and appropriate resources to initiatives, both from within the team and across the wider organisation. Ensure all improvement initiatives are recorded and tracked via the relevant tools and systems, including prioritisation, planning, and task allocation. Monitor and report on the progress of individuals contributing to initiatives ensuring appropriate resources and urgency is established by stakeholders both internal and external to the department. Support teams and improvement action owners in achieving their actions or escalate where these are not achievable. Analyse and use performance data to highlight areas of opportunity or requirements for improvement to feed into D&Is improvement initiatives to meet established KPIs and SLAs. Adapt and design reports and performance dashboards from information systems to meet the requirements of departmental improvement initiatives. Collate user feedback via surveys and other methods to support ongoing improvement initiatives and inform new opportunities for improvement. Identify existing and new tools, systems, and processes that can support improvement initiatives within the service, including the services core IT Service Management (ITSM) system. Arrange and support the facilitation of meetings and workshops with all relevant stakeholders to support the planning and delivery of improvement initiatives. Utilise and share effective established Service Improvement techniques and methodologies in the support of improvement initiatives. Provide monitoring and progress reports to key stakeholder groups. Support the communication of improvement initiatives and their benefits both within the D&I service and where relevant the wider organisation. Quality Improvement Understand the methodologies surrounding Service Improvement and project management and the application of them. Provide expertise to support the D&I team within the sphere of their knowledge and experience. Identify and obtain any support and advice required for the management, planning and control of initiatives as required. Support the delivery of peer-to-peer training in People First Quality Improvement and Kata Training with Service Improvement Lead supporting teams. Support teams in ongoing adoption of ITIL best practice processes across the department and support the improvement of practice aligned to ITIL. To support the production of improvement project documentation, working closely with the Service Improvement team, Quality Academy and People First programme. To regularly undertake surveys, audits and research to support all Service Improvement work that is undertaken to ensure it is compliant with the standards that govern D&I through a developed knowledge of these standards. General Effectively plan tasks and activities, considering changing workload/priorities and interruptions. Represent the department in a professional manner by communicating analytical and statistical information to non-analytical professionals. Represent the department at appropriate meetings. Work collaboratively with the departments management team to ensure timely and accurate data submissions. Manage ones own time whilst working within defined operational policies to best deliver against the operational and strategic aims of the department, undertaking complex statistical analysis where accuracy and attention to detail is required. Supporting the implementation of improvement initiatives may require working outside of normal working hours. The role may require participation in an out of hours on call rota in the future. Continual Development To continue to develop and learn improvement techniques and skills. To maintain personal and professional development to meet the changing demands of the post. This may require undertaking qualifications that are not already specified. To contribute to the development of the D&I service through the sharing of best practice, knowledge and skills, including ITIL standards. To keep knowledge current on relevant Acts and Trust policies in relation to Data Protection, Confidentiality, Freedom of Information Any other duties as directed by the D&I Service Improvement Manager.