Continual Service Improvement & Service Quality Lead

Job Description:

DXC Technology is committed to building diverse, inclusive teams. We welcome applications from all backgrounds and particularly encourage interest from women, underrepresented groups, and neurodivergent candidates. We offer reasonable adjustments throughout the hiring process and are dedicated to creating a supportive, accessible environment for everyone.

Continual Service Improvement & Service Quality Lead

Location: London (onsite 5 days per week)

Due to the nature of the work and the customers we support, the successful candidate must be eligible to meet UK Government and contractual personnel security requirements, including the applicable residency requirements for the role, and have the right to work in the United Kingdom. Some roles may also be subject to nationality requirements where these are necessary to meet UK Government or contractual security obligations.

The Continual Service Improvement (CSI) & Service Quality Lead is responsible for driving service excellence through the leadership and governance of continual improvement and quality management across the IT Service Management organisation. The role owns the CSI framework and Quality Management System (QMS), ensuring improvement opportunities are identified, prioritised and delivered, while services and processes consistently meet defined quality standards, contractual commitments, security requirements and business objectives. Working closely with Process Owners, Service Delivery Managers, service providers, security and compliance teams, and senior stakeholders, the role drives a data-led approach to service improvement, quality assurance and process maturity.

Key Responsibilities

• Develop and maintain the CSI and Quality Management strategies, ensuring alignment with organisational objectives, service management priorities, contractual commitments and Government requirements.
• Own and govern the CSI Register and improvement pipeline, ensuring opportunities are identified, assessed, prioritised and tracked through to successful implementation and benefits realisation.
• Establish and govern the Quality Management System (QMS), ensuring alignment with ISO 9001 and supporting the organisation's Service Management System (SMS) in accordance with ISO/IEC 20000-1.
• Lead the application of the ITIL 4 Continual Improvement Model, applying recognised methodologies such as Lean, Six Sigma, PDCA and root cause analysis to drive measurable improvements.
• Define and maintain quality standards, objectives, KPIs, Critical Success Factors (CSFs), measurement frameworks and acceptance criteria across services and processes.
• Lead quality assurance activities, including internal audits, quality reviews, process assessments and compliance reviews, ensuring adherence to defined standards, controls and contractual requirements.
• Analyse service performance, audit findings, non-conformances and recurring issues to identify root causes, systemic weaknesses and opportunities for improvement. Govern corrective actions through to resolution and validation.
• Conduct process maturity and capability assessments, working with Process Owners to establish improvement roadmaps, challenge performance gaps and drive accountability for agreed outcomes.
• Embed security assurance into quality and improvement activities, ensuring security-related control weaknesses, audit findings, risks and compliance gaps are appropriately recorded, escalated and addressed in collaboration with Security, Risk and Compliance teams.
• Ensure quality and improvement activities adhere to applicable Government Security Classifications Policy, client security policies and contractual security requirements, including appropriate handling of classified information and need-to-know principles.
• Drive cross-functional and cross-supplier improvement initiatives, working with operational teams, service providers and customers to improve end-to-end service quality and consistency across service towers.
• Monitor improvement effectiveness and benefits realisation, validating outcomes against agreed baselines and targets. Produce quality and improvement dashboards and management reports, presenting performance, risks and recommendations to senior leadership and governance forums.

What you'll bring

• Significant experience in Continual Service Improvement, Service Quality Management or ITSM Governance within a complex IT service management environment.
• Proven track record of leading and delivering measurable service improvements across complex IT environments.
• Experience establishing, maintaining or governing a Quality Management System aligned with ISO 9001 requirements.
• Strong understanding of ISO/IEC 20000-1 and service management system requirements.
• Strong working knowledge of ITIL 4, particularly Continual Improvement, Measurement and Reporting, and Service Level Management.
• Experience developing and managing CSI Registers, improvement pipelines, measurement frameworks and performance dashboards.
• Practical experience of quality assurance, internal audits, process assessments, root cause analysis and corrective action management.
• Experience working with senior stakeholders, Process Owners, operational teams and service providers to influence outcomes, challenge performance and drive accountability.
• Strong analytical and communication skills, with the ability to translate operational and quality data into actionable improvement plans and demonstrate measurable business value.
• Experience working within regulated or security-sensitive environments, with an understanding of information security governance, risk management and compliance.
• ITIL 4 Foundation certification or equivalent.

Desirable

• ITIL 4 Managing Professional or Strategic Leader qualification.
• ITIL 4 Strategist: Direct, Plan and Improve certification.
• ISO 9001 Internal Auditor or Lead Auditor certification.
• ISO/IEC 20000-1 Internal Auditor or Lead Auditor certification.
• Lean Six Sigma Green Belt or Black Belt qualification.
• Experience within UK Government, Defence, secure managed services, outsourced IT delivery or SIAM/multi-supplier environments.
• Familiarity with Government Security Classifications Policy and the handling of classified information.
• Experience with ITSM platforms such as ServiceNow, BMC Remedy or equivalent, and familiarity with CMMI, COBIT or other process maturity frameworks.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

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