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IT Service Lead

1 month ago

Gloucester, United Kingdom EDF Limited Full time

**Contract type**: Permanent
**Location**:Our team can work flexibly from home or the office, balancing the working day with personal commitments, whether that’s personal wellbeing, childcare or interests. The team also have the opportunity to work collaboratively together at our Gloucester or Exeter office or our collaboration space in Plymouth.
**Closing date**: Friday 17th February 2023
**Salary**:Starting from £42,000 plus excellent benefits

**Have you got a passion for delivering IT Service Excellence, are you relentless in identifying root cause, can you successfully transition Services to live operational state? If so, this could be the role for you. We're a friendly, dynamic and supportive team, who encourage passion, self-development, ambition and collaboration, both in our performance as a team and individually.**

**The opportunity**
We are looking for IT Service Leads who will be responsible for service quality, design, reliability, automation and improvement, working in collaboration with Senior Service Leads to ensure all services are being delivered by our strategic Partners and EDF Product Managers.

Responsibilities will include issue and problem management activities, root cause and remedial activity across the EDF landscape. Service Design and Transition, Service Reliability and Service Automation across SAFe and ITIL working practices.

This will include collaborating with Enterprise Product Owners, Senior Scrum Masters and Agile teams, ensuring all actions are prioritised appropriately and delivered via the appropriate channel, including the creation of Epics, Initiatives and Users Stories,

This will also include working across our federated IT teams, internal and partner stakeholders and resources to ensure resolution and service restoration, ensuring activity such as Root Cause identification, Lessons Learnt, Improvement and remedial actions are introduced to minimise repeat issues.

Responsible for the quality, improvement and assurance activity of our strategic sourcing partners to ensure that our supplier management reporting and data accurately reflects the services being delivered to EDF Energy. Instil a “right first-time mentality”, to ensure that our strategic sourcing partners provide the best possible product or service to EDF.

**What we’re looking for**
- Demonstrable experience in in the execution of ITIL and agile service management and delivering IT & technology services to a diverse set of end-users / customers
- Experience in delivering IT services to users working from home, groups of users and those geographically dispersed
- Practical experience in working collaboratively with a range of external vendors, partners and service providers across the telecommunications, software and technology spectrum in delivering reliable IT services
- Demonstrable record of accomplishment of delivering IT service performance improvements, optimisation and transformation in an IT service environment with a passion for service excellence and customer service.
- Up-to-date knowledge of current trends and best practices in service management including DevOps Service Management, Agile Service Management, ITIL4, etc.
- Excellent interpersonal and communication skills including influencing, negotiating, verbal, written and presentation skills (especially when face-to-face with internal stakeholders); ability to interact and influence with key peer stakeholders, product teams and release trains.
- Strong knowledge of Scaled Agile & Scrum frameworks, ITSM, test and behaviour driven development, regression and performance testing, continuous deployment, service reliability and continuous improvement.

Our culture

**Steve Martin, Senior Service Lead**: “Within SIAM we offer a warm welcome with full support during the bedding in process. Health and well-being is at the heart of everything we do and is our number one priority. We like to embed a culture of inclusion and diversity where everybody has an opportunity to learn, develop and grow. We utilise a hybrid approach to working and encourage flexibility to adopt a work life balance that suits all parties.“

At EDF, everyone’s welcome. We strive to create an inclusive and diverse environment where everyone has a voice and where you feel confident being yourself. We’re committed to equality, diversity, inclusion.

We’d like our future workforce to have an equal gender balance, represent a broad mix of people from minority ethnic backgrounds, LGBTQ+, those with a disability and supporting social mobility.

We’re an equal opportunity and disability confident employer. If you feel comfortable sharing with us that you have a disability, you meet the minimum criteria for the role, we will guarantee you an interview.

We’ll value the difference you bring and give you opportunities to thrive and succeed and to feel you belong.

**Our benefits**
- Potential to earn 5% bonus
- 25 days annual leave plus bank holidays (increasing

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