Service Owner Specialist

6 months ago

Coventry, United Kingdom Cadent Gas Full time

At Cadent we’re excited to be part of the future of UK energy We’ve got a clear roadmap that will drive our performance to the forefront of our industry and support the UK government in achieving its net zero targets by 2050.

We’re making a difference through innovation and new ways of working. Together we’re shaping a cleaner, greener future for our 11 million customers whom we put at the heart of everything we do.

As the IT Service Owner Specialist, you will be accountable for the effective delivery of end-to-end IT Services to Cadent via their IT Service Providers. You will be providing 24x7x365 coverage to manage Service operations to a designated product line and the day-to-day operation of associated production IT Systems and resolve incidents.

Your responsibility will ensuring an efficient and effective support model is in place for an IT Product line that is aligned to an agreed Service Model Design with clear roles and responsibilities across all associated support functions (internal and 3rd party service providers).

**Key Responsibilities**:

- maintaining the availability and serviceability of your IT product line and associated services, along with driving continuous improvement, of Cadent’s IT Services
- Definition, maintenance and ratification of associated IT Services and SLA’s to ensure efficient and effective user experience.
- Managing the resolution of IT Incidents and Requests within agreed Service Levels and any service escalations across the IT Product line during normal office hours in liaison with Critical Incident Manager, associate support function leads and 3rd party suppliers
- Managing out of hours resolution of High Priority IT incidents within agreed Service Levels for all
- Cadent services in liaison with Critical Incident Manager, associated support function leads and 3rd Party suppliers. Driving required escalations with vendors and acting as delegated authority for director of Service operation to make key decisions and authorise any service restoration activities.
- Assessing service impact of changes and gaining business approvals and managing the risk created by planned and unplanned outages to product lines.
- Accountable for availability of critical services in line with agreed Service levels.
- providing operational support across all IT Services 24x7x365 (on a rota basis)

**Skills and Experience**:

- Extensive IT experience at management level including the delivery of IT Services in a multi-sourced environment and a track record of managing IT Service Providers
- Qualified to ITIL foundation as a minimum
- Experience of working under PRINCE2 and AGILE Project Management Methodologies
- Strong customer service experience preferable at a senior level
- Experience of working with a variety of stakeholders, strong interpersonal and leadership skills
- Experienced in driving colleague/customer results through management of direct/indirect resources
- Ability to build strong interpersonal and relationships with virtual team and key stakeholders both internal and external to Cadent
- Excellent communication skills at all levels, with the ability to translate complex IT issues into business related vocabulary.

**What’s In It For You**

Here at Cadent, we are committed to supporting our employees to get the best out of themselves. For this role in particular we can offer:

- Funding and support towards completing qualifications
- Ample opportunity for progression within the business
- Mentoring and guidance opportunities

**Why Join Us**

We offer a host of benefits to suit your lifestyle and support your well-being. These include:

- Annual bonus
- Pension Scheme double matched up to a total of 18% of salary (i.e., employee contributions of up to 6%, double matched by a Cadent contribution of up to 12%)
- 25 days holiday, plus statutory days, and an option to buy more
- Fantastic career development prospects with funded learning options, including support with exams, and internal and external learning and development
- Strong focus on supporting you as an individual including:

- Flexible working
- Strong commitments to ED&I
- Generous family provision policies
- Flexible benefits including cycle to work scheme, salary sacrifice car scheme, insurance, and healthcare packages, plus much more
- My Offers membership card - offering discounts and savings from hundreds of retailers
- 2 paid volunteering days per year
- Free gym access at the Ansty office, as well as a ‘Gympass’ scheme providing free or heavily subsidised local gym memberships

We want our employees to achieve a healthy work-life balance and are happy to discuss flexible working options with you if the role can accommodate it. Let us know about your flexibility requirements, whether that be reduced hours, remote working, flexible start/finish times, or compressed hours, and we will be more than happy to explore what’s possible for the role.

**Diversity and Inclusion**

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