Key Responsibilities and Accountabilities:
- 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.
- Development and maintenance of strong and productive supplier relationships to define supplier agreements for changes to / introduction of services and support models Acting as the key interface into the operational environment for consistent, predictable and smooth transition of services into the live operation in accordance with agreed acceptance criteria & requirements
- 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
- Attending customer meetings to ascertain and manage service expectations and requirements so they can be supported and met by the business.
- Production of customer manuals and handover material
- Time span for most of work: Operationally during the creation and implementation of Service Designs is gauged in weeks and months. Product and Solution evolution typically in the range 3 – 12 months
- Planning of service design and transition projects typically in the range 3 – 12 months
Problem Solving plays a key part of this role and can range from dealing with simplistic issues through to large scale multi-faceted problems. For example:
- Often complex problems around interpretation of requirements
- Resolving complex process issues related to changing customer operational practices
- Resolving conflicts of opinion between the operational teams and new business teams
- Analysing existing multifaceted designs & identifying improvements, remedying issues that impact Service credits risk and milestone payments
- Identifying or generating and defining customer service/solution requirements.
While there are no defined budget accountabilities, the candidate must ensure that all relevant development costs associated with the service management elements are captured and accurately forecasted.
Examples of decisions taken and referred:
- When and how to become engaged in new opportunities and / or adopt interim solutions
- When to take ownership of issues and to escalate appropriately to management team
- Work stack prioritisation
- Approval of any changes to the Service Design Processes
Employee’s EHS Responsibilities
It is everybody’s responsibility to look after the health and safety of themselves, and that of others who may be affected by their acts or omissions, whilst at work or not. To comply with this responsibility, the individual must adhere to the company’s safety management system, be competent to carry out the task, and be fully informed and instructed of the hazards and risks associated with the task being undertaken. In addition, they will be required to be sufficiently trained and capable of implementing the measures identified in the designated process, procedure or risk assessment.
This duty shall require the individual to:
- Only undertake tasks for which they have sufficient competence, equipment and the other resources to complete the task safely
- To utilise, protect and maintain any equipment or protective device supplied to complete the task in a safe and efficient manner
- Comply with the procedures described in the safe system of work and any relevant risk assessments produced for the activity. Including compliance to emergency preparedness procedures (Fire and Bomb Threat procedures).
- Undertake suitable / sufficient on site risk assessments and, put in adequate control measures or raise with line manager
- Report to line management any shortfall in safety precautions being implemented, or for any issues arising from the work being undertaken that may compromise the implementation or operation of the safe system of working provided
- In the case of serious and imminent danger, to stop the work at a suitable safe point and condition; reporting, as soon as is reasonably practicable, to others who may be affected by the unsafe situation, the nature of the hazard and condition of the undertaking, to enable evacuation or other emergency procedures to be implemented
- Report immediately (or when safe and practicable) any accident/incident or near miss incident on to the Accident Reporting System and the line manager responsible for the activity, who shall investigate the incident and develop corrective actions to prevent a recurrence of the incident.
- To ensure all Environmental initiatives and all Environmental policy and procedures are adhered to.
Person - Profile:
- 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.
- 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:
- ITIL Version 3 2011 Expert (or intermediate qualifications to include Strategy, Design and Transition)
- ISO2000-1: 2015
- Demonstrable experience of / exposure to CMMI, Six Sigma or eTOC
- Demonstrable experience of selecting and applying service management principles, policies and techniques in operational environments
- Demonstrable understanding and appreciation of Project Management Techniques (such as ISEB, Prince II foundation)
Other technical expertise, experience and knowledge:
- Knowledge of TETRA Network/Experience using SAP/Experience in Financial Accounting
- A broad commercial awareness and understanding of business beyond Subject Matter Expertise / Specialism is essential
- At least 2 years’ experience in a IT or communications environment, preferably within Service Management
- 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