IT Continuous Improvement Specialist

Summary of Position

The IT Continuous Improvement Specialist (IT CI Specialist) reports to the Global Director – IT Planning, Performance and Governance. This role focuses on enhancing the IT operating model by driving initiatives that improve the efficiency, effectiveness, and quality of IT services and processes across the organization. Success in this position requires a strong grasp of IT best practices, a data-driven mindset, and excellent communication and collaboration skills.

Essential Functions

1. Promote a culture of continuous improvement globally within the IT department:

• Stimulate the continuous improvement process 
• Identify areas with functional leaders, teams and business community to develop opportunities for improvement 
• Network with internal/external resources to bring best practices to CI initiatives
• Facilitate training for IT Teams on CI principles and techniques 
• Monitor activity level of continuous improvement teams, alert management of additional support needed to achieve desired results 
• Provide oversight for the development and maintenance of measurement methods and systems to ensure that goals, objectives and metrics are being met and maintained
   

2. Drive the advance of improvements to develop the IT Operating Model based on SLT approved initiatives: 

• Collaborate with teams to identify improvements, develop plans and implement enhancements, including timelines, resource allocation, and risk mitigation strategies.
• Ratify documentation for all revised IT processes 
• Lead the realisation of CI initiatives specific to PPG and Communications Teams
   

3. Partner with IT Financial controller on the IT Service Financial Management continuous improvement analysis, planning and implementation, provide transparency, metrics and reports to support the evolution of:

• IT budget processes, approvals, reports
• Cost allocation chargeback principles
• Robust cost tracking and forecasting methodologies for IT services 
• Annual IT budgets management and long-term financial plans
   

4. Drive the maturing of the IT Governance processes ensuring clarity, consistency, and transparency across all levels of the IT organisation regarding internal controls, performance, and conformance:

• Document and maintain the IT internal control framework. 
• Gather and document best practices, policies, procedures, and standards related to IT governance. 
• Incorporate relevant industry standards such as ITIL and COBIT and regulatory requirements 
• Develop and maintain key performance indicators (KPIs) for IT governance, tracking and reporting performance 
   

5. Evolve and administer the Intake process to provide transparency on resource and financial impact of IT demand including:

• Cost model, training, metrics, reports
• SaaS and Non-rec initiatives
• Proposal documents, training
• Measurements and reports
   

Requirements

• Proven experience in an IT role with a focus on process improvement methodologies 
• Strong analytical and problem-solving skills with the ability to identify root causes, analyze data, and develop effective solutions
• Ability to plan, execute, and monitor effectively
• Detail-oriented and capable of delivering a high level of accuracy
• Data Analysis, collection, visualisation, interpretation 
• Understanding of ITIL or other IT service management frameworks. 
• Experience of cost analysis, budgeting, forecasting, 
• Understanding of SLAs and KPIs 
• Excellent oral and written communication skills in English 
• Strong communication, interpersonal skills, and presentation skills
• Ability to involve and communicate effectively with necessary stakeholders

Education and Certifications

• Degree in business, or financial management, or any other equivalent qualification or experience
• 3 years of experience in Finance or IT business processes