Process Improvement Lead


Location: Buckinghamshire

Job Type: Full time


Would you like to work in a supportive, collaborative and innovative company?

Do you enjoy working as part of an enthusiastic, passionate, and collaborative team?

Join our Services Governance team

You'll be working in the Services Governance team and form part of the wider ITSM system improvement project team. The project is focused on major improvements to our ITSM system and ways of working across the Services function and various departments. The Services teams are focused on designing, delivering and operating Managed and Support services for customers.

Success. The Softcat Way.

Softcat is a £1billion+ pa turnover technology solutions business and trusted partner to names like Apple, Microsoft and Adobe. Offering a growing portfolio of services including software licensing, cyber security and IT infrastructure, we give our technical teams the tools and support to make exciting things happen. This is where to achieve more for your career.

As part of our ITSM system improvement project we are looking for a process improvement lead who will be responsible for overall process optimisation, encouraging a quality-oriented mindset with a focus on customer excellence throughout our ways of working within the Services function.

As a Project - Process Improvement Lead, you'll be responsible for:

  • Responsible for conducting end to end process reviews, analysing, and identifying areas for improvement
  • Establishing methods to capture feedback and improvement suggestions
  • Facilitating workshops with cross functional teams to identify opportunities and requirements for change
  • Working with the wider project team to contribute to business requirements for the IT Systems
  • Working closely with our business change team to ensure there is a people focused approach for changes to the ways of working
  • Defining techniques to assure effective ways of working and to enable teams to manage their own processes and procedures
  • Identifying the approach required for effective long-term changes and continual improvement, utilising various methodologies and techniques including: SIPOC, process cmapping, DMAIC, PDCA, and risk & opportunity management

Please note, you'll be put through SC clearance upon hire, so you'll need to possess either an existing SC clearance or be willing and eligible to undergo the vetting for such clearance.

What we need from you

  • Excellent communication & presentation skills in both verbal and written formats.
  • Pragmatic approach and good understanding of business issues and pressures.
  • Strong stakeholder management and organisational skills.

Beneficial but not essential:

  • Experience in Lean, Six Sigma or agile ways of working.
  • Experience of designing and implementing process improvements.

Experience using ServiceNow or an understanding of ITSM systems, desirable.

Work in a way that works for you

We recognise that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:

  • Hybrid working – 2-3 days in the office and 2-3 days working from home
  • Working flexible hours - flexing the times you start and finish during the day
  • Flexibility around school pick up and drop offs

Working with us

Wherever you work, we want you to experience the freedom and autonomy to realise your potential. You will feel supported by a team that celebrates individuality, encourages different perspectives, and embraces every background.

Join us

To become part of the success story, please apply now

Softcat is an inclusive company where you can enjoy the career you want, without changing the person you are. We're welcoming to all and passionate about promoting greater diversity in the tech sector.

You’ve got this!