Service Design and Introduction Lead – 12 Month Fixed Term Contract
Providing support to the emergency services. We keep utility workers connected and visible to each other with real-time voice and data communication across the smart grid and we provide the situational awareness first responders need when a moment brings catastrophe. We help people be their best in their moments that matter.
Department Description :
The purpose of this role is to provide Service Design and Introduction/Transition expertise
The role will provide subject matter expertise in the design and subsequent introduction of all managed and support services for new and existing products and services within a mission critical communications service provider.
Ideally having an extensive operational and / or technical background, the role holder will be required to interpret complex technical information at times and be able to convey that information in a service context.
Job Description :
This is a 12-month Fixed Term Contract.
Selected responsibilities only:
Maintaining at all times a consistent and professional consultative approach.
Ensuring Architecture, Design and Transition outputs are effectively scoped, planned and delivered on time.
Elicitation of requirements from multiple sources (customer, business, operational and suppliers).
Documenting customer drivers, requirements, contractual agreements and service management approaches.
Management, analysis and selection of key Service Design options.
Developing outline costs.
Creation of SLA/KPIs, service credit models and along with target operating models.
Leading the definition & agreement of 3rd Party Underpinning Contracts to ensure appropriate support models can be implemented.
Cross business representation of service management / service design
Supporting and coaching team members (matrix and direct)
Supporting Business Continual Service Improvement initiatives
Providing Service Management consultancy to key business stakeholders
Basic Requirements :
An ability to develop strong relationships, employing strong inter-personal and communication skills
Use of structured analysis and questioning techniques required to drive out precise requirements of stakeholders
Negotiating skills required to agree a Service Management definition that satisfies all stakeholders.
Project planning and facilitation skills
An ability to work under pressure in a very demanding environment
An ability to collaborate and work in a cross-functional / matrix environment
The role requires strength in collaboration, negotiation, influencing and the ability to effectively engage with stakeholders
Academic and Technical Qualifications:
Ø ITIL Version 3 2011 Expert (or intermediate qualifications to include Strategy, Design and Transition)
Ø ISO2000-1: 2015
Ø Demonstrable understanding and appreciation of Project Management Techniques (such as ISEB, Prince II foundation)
Ø Demonstrable experience of selecting and applying service management principles, policies and techniques in operational environments
Other technical expertise, experience and knowledge:
Essential…….At least 2 years’ experience in a IT or communications environment
Experience within Service Management/Service Design/Project Management.
Experience working for large Managed Service Providers
Experience of pre-sales support, service design and transition project delivery
Experience of managing the expectations of stakeholders
Clear and concise verbal, written and presentational skills. Confident, competent Individual, able to work solo.
Hours of Work 9 am – 5 pm
Excellent company benefits – Pension/Life Assurance/25 days holiday + Stats