Key Responsibilities Training, Communication & Engagement Create clear, audience-specific communications for programmes, process changes, and service updates. Lead training and knowledge-sharing to embed new tools and practices. Plan and coordinate engagement activities (e.g. forums, town halls, retrospectives). Data-Driven Insight & Analysis Analyse operational data to identify trends, root causes, and improvement opportunities. Translate insights into actionable plans. Support dashboard/report creation for visibility and accountability. Programme & Improvement Delivery Lead cross-functional programmes to enhance service quality, customer experience, and performance. Design and implement continuous improvement strategies. Collaborate across teams to identify and resolve issues, delivering measurable outcomes. Track and report progress using metrics (e.g. SLAs, incidents, feedback). Align initiatives with ITSM best practices and business goals. Requirements Essential Proven experience in programme/project management, continuous improvement, or service transformation. Strong communication and stakeholder engagement skills. Analytical mindset with data interpretation and impact measurement abilities. Self-starter with a collaborative approach. Experience in training, communications, or business management. Proficient with tools like Excel, Power BI, Tableau, ServiceNow, or BMC. Desirable Knowledge of ITSM practices (e.g. incidents, SLAs, change). Familiarity with collaboration tools (e.g. Teams, Miro).