CSI Controller IT Services West Malling

Location: West Malling -Hybrid

Salary/package: £42,000 per annum

Contract type:Permanent

Hours: Full time

Who we are

Cantium Business Solutions is a specialist provider of IT and back-office services. We work with public sector organisations, schools, and commercial clients to deliver key services across IT strategy, cyber security, cloud computing, and project management. As part of the UK's largest local authority-owned trading company, Commercial Services Group, Cantium supports the essential infrastructure that enables frontline services.

Commercial Services Group (CSG) is the UK's largest local authority-owned trading company (LATCO), with over 1,800 employees and operations in more than 86 countries. CSG delivers critical services across 33 trading businesses, with specialisms in IT, HR, energy, education, legal, procurement, and more.

Why this role matters

As our CSI Controller, you'll be the strategic brain behind our Continuous Service Improvement (CSI) engine. You'll be tasked with leading on initiatives that make our services smarter, faster, and more lovable for both our teams and our customers.

You will be a confident and capable process leader, bringing a blend of project design, leadership, and operational management skills to drive performance and continuous improvement across the organisation.

If you're fluent in the language of data, process optimisation, dashboards, customer service, and service delivery, thenthis is the opportunity for you.

What you'll be doing

• Analysing the processes and procedures of the business.
• Developing enhancement strategies that make our services faster, smarter, and more lovable.
• Investigating shortfalls, complaints, and "why is this still a thing?" moments.
• Championing the CSI strategy and embedding the Deming Cycle (Plan-Do-Check-Act).
• Establishing business standards and norms of performance,
• Owning the CSI dashboard and using Power BI to spot trends, risks, and opportunities before anyone else does.
• Collaborating with stakeholders to boost productivity and satisfaction.
• Running initiative kick-offs, follow-ups, and wrap-ups with the precision of a Swiss watch.
• Keeping our CIM platform tidy, our documentation sharp, and our stakeholders smiling.
• Train and mentor teams in new processes.
• Staying up to date with the latest in ITIL, service management, and CSI wizardry.

What we're looking for

• Level 4/5 qualification or equivalent experience.
• Relevant ICT industry-recognised qualification to advanced level or equivalent experience.
• ITIL Foundation certification (bonus points for Practitioner or CSI).
• Strong understanding of process improvement methodologies such as Lean, Six Sigma, etc.
• Ability to work cross-functionally and influence without authority.
• Experience of providing regular reports and presentations on the status of improvement initiatives.
• Substantial experience of working under pressure in time critical deadlines.
• Proficient in customer service techniques for ensuring that full account is taken of customers' real and statedneeds in the delivery of IT services.
• Detailed understanding of the ITIL Framework and meeting Service Level targets.
• Working with management to integrate continuous improvement strategies into the organisation's goals and objectives
• Demonstrated expertise in computer systems and IT infrastructure, with the ability to proactively identify, analyse, and resolve recurring technical issues to drive service enhancements and operational efficiency.
• Excellent communication, negotiation, and customer service skills.

What you'll get in return

• 25 days of annual leave plus bank holidays
• An additional day off at Christmas
• Access to a generous discount scheme, including retail and gym memberships
• Life assurance coverage
• Health cash plan initiative
• Company-wide events

Why CSG?

Commercial Services Group (CSG) is the UK's largest local authority-owned trading company (LATCO), generating over £800 million in revenue and supporting 16,000 education and public sector customers worldwide. With more than 1,800 employees across the UK, France, Dubai and Bangkok, we are working towards becoming the global leader in education and public sector solutions.

We are expanding rapidly, with annual growth of around 25 percent, supported by a blend of organic development, acquisitions and strategic partnerships. Our 33 trading businesses deliver a wide range of services including education management, IT, HR, legal, energy, procurement and supplies.

CSG is wholly owned by local authorities, and a significant proportion of our profits is reinvested into frontline public services. Over £77 million has already been returned, reflecting our commitment to combining commercial performance with meaningful social impact.

Inclusion & Accessibility

We are committed to fostering a diverse and inclusive workplace where everyone feels valued and respected. We encourage applications from suitably qualified people of all backgrounds.

We are committed to providing reasonable adjustments throughout our application and interview process; please let us know if you require any.