London, United Kingdom


Information Technology



Job ID


The Department Our team is part of the wider IT Consumer & Commercial (ITC&C) function responsible for designing, building, running and improving business solutions and services globally. The technologies we are interested in range from omnichannel, commerce, digital marketing, social media and trade, both within a B2C and B2B context – all of our solutions are consumer-facing and are the real growth engine and future of our organization. The Operations & Platform Services (O&PS) department is responsible for the run and sustains of business solutions as well as the design, build and run of all core platform technologies that underpin all technology services. We are fully accountable for the core cloud infrastructure, production operations, platform management, delivery tooling, environments, site reliability, service delivery, operational readiness and continuous improvement of our landscape. In 2019 we joined forces with Infosys to help us deliver L1 24x7x365 services and L2 application support and we continue to enjoy a great relationship with Infosys who help us run things while we focus on automation, project delivery and bringing cool new technology to help solve business problems. Our customers are two-fold as we help delivery teams to accelerate by providing stable technology enablement solutions and support our affiliates who consume the technology we centrally deliver. In total, we serve around eighty-nine affiliates worldwide who use a mixture of B2C and B2B technology and enable delivery teams in Consumer, Commercial, IoT and Global Communications. It’s a very busy department but we luckily get involved in the most interesting projects with lots of cutting-edge technology. We’re customer-obsessed to the core and everything we build or run or service, we put everything into making it simple, easy-to-use and efficient. We’re a very international team and currently spread across seven cities worldwide: Lausanne is our head office and operating centre, London is our main operational hub, Lisbon is our primary engineering centre, and we have people in Jakarta, Manila, Buenos Aires and Krakow. Our colleagues in Infosys work out of the delivery centres in Hyderabad and Mohali and our other technology delivery vendors are based predominantly in Continental Europe. The Role Summary We’ve got a lot of applications, infrastructure, processes, targets, contractual frameworks, regulatory compliance targets to adhere to and many interconnected systems that we manage. The continuous improvement role will lead and drive improvement for both tangible benefits like cost-saving /direct and indirect/intangible ones like better service quality and process improvement. We are pursuing operational excellence adopt a mindset of problem-solving, teamwork, and top-line growth, allowing us to create more value for customers. The Continuous Improvement Lead will be working across teams and will work with third parties and internal Operations and Platform services team to diver improvement. We will require a highly collaborative person with the ability to negotiate, manage relationships and drive improvement across a regulated and define business-critical area of improvement. The people they will be engaging with will have different levels of experience, skills and capabilities, as well as objectives, therefore they should be able to empathise with their audience and be able to flex their communication style appropriately when interacting with different stakeholders. The Continuous Improvement Lead will be responsible for managing the improvement activities, coaching people and create framework improvement in O&PS. The aim of eradicating waste and exponentially increasing efficiency with a laser focus on doing the best for the customer and consumer is the core of this role. Using the appropriate selection from a wide toolkit with opportunities to improve an existing process or define the new solution, then implemented and measured for success. They will effectively use data to support their position objectively, making sure calls to action are clearly understood and easy to digest. The Continuous Improvement Lead is an integral member of the wider IT Consumer and Commercial team being highly visible, working across every team to ensure alignment and drive both efficiency and effectiveness. We’re very metrics and data-driven and any improvement initiatives should be based on this. You will join a team of like-minded individuals who enjoy a challenge and like to have fun – we don’t take ourselves too seriously, but we all love what we do. In your portfolio of skills, we’d like to see a lean mindset and data-driven focus. We’d be especially excited if people had applied this within an IT/technology (e.g. service delivery, service management, operational, engineering) context happy to hear from anyone who has these skills in whatever industry. The Role Responsibilities • Driving and defining and the creation of the continuous improvement plan and its successful implementation. • They will be responsible for managing and improving our process and framework (ways of working) that focus on efficiency effectiveness and the reduction of waste with measurable results. • Creating a culture of coaching and empowerment to drive a customer-centric view to constantly strive to deliver better services supported by implementing Visual Performance Management. • Using visual controls and analysis of data to maintain visibility and management of work in O&PS identifying any bottlenecks that can be removed to allow the flow of work. • Coaching other teams (internal and external) to ensure that our continuous Improvement activity focuses on the right opportunities, is approached with a data-led lens, uses best in class methodologies and that each member of the team’s improvement activity is both optimised and supported. This coaching role will provide support and guidance to team members so that we are driving Operational efficiency and effectiveness. • Drive methods assessment to identify strengths and areas for improvement to develop an incremental deployment approach, demonstrating value delivered. • Understanding and challenging the O&PS team lead to ensure a razor-like focus on the most important objectives, identifying and implementing initiatives to improve the process. • Championing, enabling and developing the growth and best practice sharing of a talent pool of Agile, Scale Agile (SAFe) and Lean/Six sigma thinkers, providing guidance, encouragement and structure. • Work and manage virtual teams (vendors) and collaborate with other teams in ITC&C team to deliver continuous improvement initiatives. • Partner with teams external to O&PS to identify waste, to improve the process and ways of working (such as Lean, Agile and DevOps) and utilize this in the delivery teams. The Person Criteria • Being a skilled and effective coach/leader, guiding the full lifecycle of continuous Improvement from approach, analysis, delivery and measurement in line with appropriate SAFe (Scale Agile) or Lean/Six Sigma. • Experience in delivering agile framework and applying delivery methodologies such as SAFe (Scale Agile framework), Scrum, Kanban, Waterfall etc. appropriately to the work being delivered. • Be an expert in SAFe (Scale Agile), DevOps, Lean and Six Sigma methodologies and have implemented lean system management in their previous experience utilizing visual performance management. • Strong analytical skills, familiar and confidence with different sets of data and how to identify trends and root cause. Curiosity and demonstrable experience of implementing improvement initiatives leading to commercial benefits. • Actively take a leadership role in Communities of Practice development and employ a continuous improvement approach. • Confident to define, create and nurture a continuous Improvement culture that identifies and challenges friction for our customers, advisors and network of CI champions. • Proven ability to manage conflict and prioritisation in an ambiguous setup. • Demonstrate the ability to mentor and coach others to help them raise the bar for the benefit of themselves and the business. • Have knowledge in ITSM (IT Service Management) and experience in implementing Lean management system (visual controls, leader standard work, etc.). • Fluent written and spoken English and strong customer focussed approach with demonstrable first-class stakeholder engagement. • Good presentation skills with the ability to convey key messages to diverse and wide audiences. • Most of the work will be digital however there might be some travelling across Europe, Latin America and Asia Pacific. You must have the Right to Work in the UK to apply for this role. What we offer Our success depends on the men and women who come to work every single day with a sense of purpose and an appetite for progress. Join PMI and you too can: • Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore. • Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong. • Pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress. • Take pride in delivering our promise to society: to improve the lives of a billion smokers.