Service Transition Governance Lead

4 months ago

Reading, United Kingdom Thames Water Utilites Full time

In Team Digital, we’re planning for a future where the technology solutions we co-create and design enable us to achieve our goal of protecting our greatest natural resource and allowing our customers, communities and the environment to thrive.

As a team, our vision is to create an everyday digital experience for the people we serve - our customers - by putting them at the heart of everything we do. As part of our award-winning team, you’ll help the business become an intelligent, connected organisation to deliver our digital transformation and turnaround.

As a Service Transition Governance Lead, you will be an experienced IT Service Management professional with overall responsibility for managing the planning and support process of service transition activities across multiple delivery disciplines such as agile & waterfall.

You will be responsible for governance and support of full-service design and transition of all project/product change into BAU from a governance and assurance perspective.

**What you will be doing as a Service Transition Governance Lead**
- Undertake service readiness assurance and governance responsibilities to ensure the quality of services.
- Act as a single point of contact for Delivery and Portfolio Leads to enable a single version of the truth.
- Conduct service impact assessment on portfolio pipeline of delivery.
- Support reprioritisation of change or plans, before program agreement, to prevent conflict or contention with parallel programs, projects or product teams.
- Partner Collaborate and engage with the Digital partners/suppliers to maintain a high level of transition performance.
- Work closely with Portfolio and Delivery Leads to ensure that Service Design and Transition activities achieve required business outcomes as defined in the Operational Acceptance Criteria.
- Manage and act as a custodian of the service transition process.
- Educate and guide the process of Service Design and Transition to all relevant delivery stakeholders.
- Ensure that the Service Design and Transition processes are consistently followed across the Digital Service Delivery function and that full process compliance is achieved across all project teams according to the agreed Operation Acceptance Criteria.
- Ensuring service wrap including underpinning commercials are in place to support service in “Business as Usual”.
- Service Management - Support other service management processes and activities to support the delivery of BAU including, change and release management, service asset and configuration management, test assurance, major incident management, problem management and knowledge management.
- Performance Reporting - Support the provision of regular, transparent and accurate reporting on all Service Readiness activities against agreed KPIs and performance criteria.
- Continuous Service Improvement - Develop, innovate, make recommendations and support Service Design and Transition CSI activities to improve overall process delivery.
- Stakeholder Management - Develop key relationships within the business areas and in Thames Digital to support the delivery of Service Design and Transition activities to ensure that stakeholders are fully engaged.
- Base Location - Hybrid Clearwater Court, Reading.Working Hours - 36 hours per week.

**What you should bring to the role?**

We want to bring together a team of brilliant tech minds with game-changing ideas. We’re looking for people who will help us re-imagine the way we work and the way we get things done:

- A truly digital mindset. Open to collaboration. Open to risk. Open to new ways of doing things.
- Obsessed with data. Obsessed with excellence.
- People who think and behave differently to the way we do. People who don’t want to just be another cog in the machine.

Essential Experience
- This role requires excellent service management skills with a high level of understanding of IT operations. Experience working within a matrix organisation with a significant level of outsourced/offshore suppliers is essential.
- Process management within an IT Transition team adhering to ITIL/ITSM standards and meeting Customer expectations across multiple delivery disciplines
- Working within the product management framework****:

- Working with cross-functional and multidiscipline teams spread over multiple locations as part of an outsourced arrangement with offshore partners in a multi-vendor environment.
- Strong planning, communication and presentation skills, the capability to listen and influence, and proficient in project quality management
- Ability to influence senior customers and stakeholders

Desirable Experience
- Member IT Professional. (CITP)
- ITIL V4.
- Prince 2 Waterfall / Agile or equivalent.

**What’s in it for you?**
- Competitive salary between £50,000 - £65,000 PA depending on experience
- 26 days holiday per year increasing to 30 with the length of service (Plus bank holidays)
- Contributory pension - Defined Co

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