Senior Continuous Service Improvement Specialist

Job Description

Spektrum is looking for a Senior Continuous Service Improvement Specialist to join their team in Strasbourg. The role involves contributing to the implementation of asylum, border management, and migration policies within the European Union.Responsibilities:

• Proposing and implementing a Continuous Service Improvement (CSI) process and methodology with KPIs.
• Contributing to service audits and verifying compliance.
• Collaborating with agencies and vendors to identify and scope improvement opportunities.
• Prioritizing business needs and creating service improvement plans.
• Assisting management in improving end-user experience through CSAT results.

Requirements:

• Minimum 4 years of relevant education (master or equivalent).
• Minimum 9 years of IT professional experience.
• Minimum 2 years of experience in user support, training, or documentation.
• ITIL/ITIL V3 Foundation certification (essential), ITIL Practitioner or Expert (desirable).
• Prince 2 certification is considered an asset.
• Experience with quality procedures.
• Strong communication and diplomacy skills.
• Experience managing deliverables via 3rd party vendors.
• Previous experience in a continuous improvement or service management role.
• Very strong communication skills (oral, written, presentation, facilitation).
• Technical understanding with the ability to translate into business concepts.