Serco Plc
Contract Quality Manager
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Who we are
VIVO provides facilities management and accommodation maintenance for the UK military and its partners. VIVO embodies both experience and innovation.
What we do
We put our Customers and Families First. They are the driving force behind everything we do. We drive forward improvements for them to ensure the service they receive, whether reactive repairs or a major project, is completed safely and on time. In order to achieve this, we have 4 core values: open, caring, agile and collaborative. These are at the heart of everything we do.
Location: DSTL, Salisbury. On site role
Permanent, Full time
Salary: Up to £44,000
As Contract Quality Manager, you’ll play a key role in maintaining and improving quality across the contract, ensuring services are delivered consistently, safely and to the required standards. You’ll lead the delivery of the EM02 audit programme, coordinating audits with auditees and client representatives, managing audit actions and ensuring non-conformances and opportunities for improvement are addressed effectively.
You’ll work closely with operational teams to identify issues at the point of audit wherever possible, helping teams resolve problems and embedding a culture of continuous improvement. You’ll also identify and escalate safety concerns, ensuring appropriate actions are raised and tracked through to completion.
A key part of the role will be using data and insight to understand contract performance. You’ll produce clear and accurate contractual and internal reports, analyse performance information and identify trends, highlighting areas of risk or service deficiency to senior management. You’ll also support the Forward Additional Service Plan and contribute to client meetings through the FDIS governance structure.
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You’ll take ownership of the Annual Quality Audit Programme, ensuring it is effectively planned, delivered and maintained, while ensuring Quality Management System processes are established, implemented and continually improved. You’ll work collaboratively with the wider business, including the Technical Compliance Manager, Contract Quality Managers and client representatives, building strong relationships and providing professional quality support across the contract.
This is a role for someone who enjoys working with both people and data, can challenge constructively and has the confidence to turn quality information into meaningful improvements. You’ll have the opportunity to make a tangible impact on service delivery, customer satisfaction and contract performance within a complex Defence environment.
About You
You’ll have a strong understanding of quality management principles and current quality standards, with experience of audits, corrective actions, problem solving and continuous improvement. You’ll ideally be working towards, or already hold, professional membership of the Chartered Quality Institute (CQI).
You’ll have excellent attention to detail and be confident working with complex data, including advanced Microsoft Excel skills and the ability to extract, manipulate and analyse information to identify trends and performance issues. You’ll also be able to produce accurate, concise and professional reports for a range of stakeholders.
Experience within quality management, construction, property maintenance, facilities management or another high-volume customer-focused environment would be advantageous. Knowledge of DIO Assurance Practitioners Guide EM/02, CAFM systems such as Maximo, or experience working within a military environment would also be beneficial.
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You’ll be a confident communicator who can build effective relationships with customers and colleagues at all levels, while being equally comfortable working independently and taking ownership of your workload. A proactive, solutions-focused approach and a genuine commitment to continuous improvement are essential.
Lean Six Sigma experience would be desirable, as would experience of working with formal quality management systems and corrective action methodologies.
You’ll need a full UK driving licence and must be a British citizen due to site restrictions. You’ll also need to be able to obtain and maintain SC security clearance. This is a site-based role with occasional travel between sites.
What We Offer
- 6% employee matched pension contribution
- 25 days annual leave
- Single private medical cover
- Life assurance 2x annual salary
VIVO Defence Services
The role you have applied for is with VIVO Defence Services, a joint venture between Serco and EQUANS. By applying for this role, please be aware that information contained within your CV may be shared between VIVO Defence Services, Serco and EQUANS during the recruitment process.
At VIVO, we are committed to building a diverse and inclusive organisation that supports the needs of all. Therefore, we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool.
We are open to discussions around flexibility and flexible working and operate a hybrid work structure in many of our business areas. We are proudly a Disability Confident Leader. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.
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