Continual Service Improvement and Reporting Manager

As the CSI Manager, you will spearhead the identification and implementation of improvement opportunities, leveraging best practices to enhance operational efficiency, customer satisfaction, and service quality.

This is a challenging and high-impact position, requiring a deep understanding of Digital Service functions, a commitment to a shift-left methodology, and a passion for leveraging automation, self-service, and operational efficiencies to meet evolving business needs at an affordable cost.

What you’ll be doing as a Continual Service Improvement and Reporting Manager

• Identify and implement service improvement initiatives that lead to tangible results, such as reducing incident resolution times, improving request fulfilment speed, and enhancing overall service quality.
• Lead initiatives aimed at improving the customer journey, ensuring faster response times and a seamless experience across all IT services.
• Leverage data analytics to identify recurring issues.
• Drive the adoption of automation and self-service channels to reduce operational bottlenecks, improve service efficiency, and enhance the end-user experience, ultimately contributing to a shift-left.
• Deep dive into data to identify the root causes of recurring incidents and service disruptions.
• Collaborate with cross-functional teams to ensure that improvement initiatives align with strategic business objectives and deliver tangible value, both now and in the future.
• Ensure the continuous enhancement of ITIL processes.

Base location – Hybrid – Reading & Swindon sites.

Working pattern – Monday to Friday 36 hours.
Necessary requirements for the role – MUST have a valid UK driving licence

What you should bring to the role

Essential

• A deep understanding of ITIL best practices, particularly in Continual Service Improvement. (CSI)
• Proficiency in using data analytics tools such as Excel, Power BI, Tableau.
• Experience with ITSM tools. (e.g., ServiceNow, BMC Remedy, Cherwell)
• Hands-on experience with automation, self-service tools, and shift-left methodologies to enhance service efficiency, reduce operational costs, and improve customer satisfaction.
• Extensive knowledge of IT service management processes.
• Strong analytical background with the ability to deep dive into data.

Desirable

• Experience in leading digital transformation initiatives within IT service management.
• Familiarity with cloud services and cloud-based IT service management solutions.
• Experience with AI-powered automation.
• Knowledge of API integration techniques.

What’s in it for you?

• Competitive salary of up to £72,000 per annum, depending on experience.
• Annual Leave - 26 days holiday per yea,r increasing to 30 with the length of service. (plus bank holidays)
• Car Allowance.
• Annual Bonus.
• Generous Pension Scheme through AON.
• Private Medical Health Care.
• Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

Find out more about our benefits and perks

Who are we?

We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values

Working at Thames Water

Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and excellent benefits.
Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.

So, if you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region and our planet.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

Our overarching aim is to ensure that Thames Water is a great, diverse, and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. Our aim is to remove any real or perceived barriers to success, so if you need assistance, we’re here to help and support.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business and meet colleagues.

Disclaimer: Due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.