Insights Delivery Lead

3 weeks ago

London, United Kingdom ELEXON Full time

The Delivery Lead is responsible for managing a team that delivers operational aspects of the Balancing and Settlement Code. They will work closely with the Product Owners, Service Management and matrixed resources to help deliver solutions on the Kinnect (cloud) platform and decommission legacy services whilst controlling costs and service levels. Working with the Product Team they will take responsibility for the product changes from impact assessment to implementation and operation. This will involve Agile ways of working and ITIL best practice.

**Key Responsibilities**:
Team Management:

- Line manage a team of analysts to deliver team objectives and operational processes.
- Set objectives that enable the team to deliver the company strategy.
- Coach, mentor, train and develop the team to build capability and performance.
- Support the team in operating with agile ways or working and ceremonies
- Manage the recruitment and selection of team resources.
- Plan and manage team activities to achieve performance targets.
- Contribute to the development of Product and team objectives.
- Manage team to priories request and manage customer expectations.
- Manage the product backlog and product improvement initiatives.
- Manage team resource capacity in relation to product pipeline and operations deliverable.
- Instil knowledge management capabilities and develop succession plan for the Product.

Product Operations:

- Ensure products operate to customer expected and contractual SLAs/KPIs
- Provide product knowledge to Service Management and other Products with incident management and restoration of service following an interruption of service
- Ensure customers are informed on Product availability.
- Ensure cost to serve is understood, planned forward and actively managed.
- Ensure the delivery of product related BSC obligations through their own work and the team’s work.
- Undertake reporting and analysis, draw conclusions and present data clearly and concisely.
- Ensure all data is managed, maintained, secured and updated in accordance with quality standards.
- Review and monitor BAU activities driving change that will maximize effort vs value.
- Create and maintain OKR/KPI targets and measurement of success.
- Incorporate product usage analytics to monitor performance that drives change
- Work with the Product Owners to continually review groom product roadmap and backlog.
- Identify and develop robust solutions to industry problems and / or market issues.
- Chair and facilitate meetings including BMRS Change Board
- Act as a confident and trusted advisor to Customer Operations and BSC Rules Management in relation to BSC Change.
- Review and produce papers and provide advice to Panel and Panel Committees including support to the BMRS Change Board.
- Identify, implement and manage performance enhancements in order to ensure continuous improvement.
- Review policies, processes and procedures to ensure that they evolve with the business and remain economic, efficient and effective.
- Create and maintain relevant Local Working Instructions and ensure overall quality for the team.
- Champion the Elexon values and ways of working in own and the team’s work.
- Co-ordinate with service provider regarding the management and resolution of product related incidents.
- Provide Product Owners with relevant reports on team performance, product performance and product operations as needed

Customers, stakeholders and suppliers:

- Champion excellent customer service and set associated objectives for the team.
- Engage with and proactively build positive relationships with customers internally and externally
- Attend working sessions and meetings with matrixed resources and suppliers where needed to deliver solution on Kinnect platform
- Provide support, advice, guidance, education and training to customers and industry groups.
- Provide a customer focussed service and ensure the team meets service standards.
- Implement customer feedback process, that captures priority areas for improvement, and validation of assumptions, and then manage input to service improvements and product backlog.
- Manage customer enquiries, respond promptly to requests and keep customers informed of progress and change.

Product Change:

- Contribute to the following activities which support product change:

- Development of strategic product road map.
- Prioritisation of Product development backlog incorporating Analytics, OKR and KPIs
- Creation of Business/Customer Process Change Impact Assessment.
- Delivery of the following Business Readiness artefacts:

- Training Needs Analysis.
- BAU Operational Documentation.
- Transition into service acceptance decisions.
- Delivery and coordination of training
- Communicate with customers regarding product change.
- Governance (Tolerances / Escalations agreements).
- Deliver user acceptance testing on Product Change.

**In return, Elexon provides**:

- £60,000 - £65,000
- 28 days annual holiday +

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