Principal Digital Specialist

1 month ago


Glasgow, United Kingdom Scottish Water Full time

Together we are Trusted to Serve Scotland.

Principal Digital Specialist

We are looking for a Service Delivery Specialist to join our team within Digital.

Responsible for the management of a range of Digital services and multiple third-party service suppliers - enabling Scottish Water to operate in line with all its Digital needs.

Main Responsibilities

The primary accountability for the role is to lead on Continual Service Improvement within Digital Services for Scottish Water.

The role will lead regular service review meetings with contracted suppliers - reviews performance against service reports; resolves operational service delivery, escalation, ordering, usage & capacity planning issues; reviews contractual obligations & importantly drives service improvement.

Service Improvement or known as Continual Service Improvement within Digital has a primary objective to review our Digital services both within Scottish Water Digital and our Partners on a regular basis. The aim of this process is to improve service quality where necessary, and to identify more efficient ways of providing a service where possible. Importantly it looks at all aspects of service and seeks out improvement be that incident reduction, automation of manual tasks and importantly the development of people, processes, and tools.

Having moved into year 5 of the Digital Partnership, we have realised significant benefits from our combined efforts be that a 50% reduction in the number of contacts into our service desk, a 44% reduction in the number of customer incidents or vastly improved request services but there is so much more to go after.

This role will lead our ambition for a “zero preventable incident” Digital Service

Essential Skills/Knowledge Required:
- Strong leadership and proven track record and experience leading and managing teams responsible for Digital Service Delivery in a complex large-scale mission critical environment- Highly organized, self-motivated, risk oriented and thrives on mínimal supervision- Expert knowledge of project management methodologies- Talent Management - Develop the talent in the team- Ability to work closely with multiple internal and external technology teams- Must be able to help identify process improvement where needed- Exceptional verbal & communication skills, presentation skills and demonstrable ability to interact effectively with all levels within Scottish Water and our Digital Partners

Note: the role holder will be required to take active participation in the Digital on-call rota for incident management (7*24 every 1 in 4 weeks).

The salary scale is: £45,873 - £58,418

Other benefits include:
- 38 days of holiday per year (including public holidays) with the option to buy 5 more- Eligibility to join the defined benefit, contributory pension scheme- Annual company bonus- Life assurance scheme- Paid time off for community volunteering- Opportunities to be involved in sports, social and fundraising activities- Access to "SW Splash", saving you money on holidays, bills and shopping- Excellent family friendly policies around Adoption, Maternity, Parental Leave, and Flexible Working

Do you have any support needs?

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Working at Scottish Water

Scottish Water is one of the UK's leading water companies, the quality of drinking water and satisfaction with the service we provide our customers has never been higher - but we want to be even better - and you could help play an important part

We take employee engagement very seriously and have an inclusive and collaborative work environment where we respect people’s differences. We are committed to creating an engaging environment and a positive experience for our employees.

We were recently recognised as a Top 10 Flexible Employer in Scotland at the Flexibility Works Awards 2021 and by The Times as a Top 50 Employer for Women in 2019.

In 2019 we also won the Age Inclusive Award at The Herald and GenAnalytics Diversity Awards and were winners of the Best Public Sector Employer at the Family Friendly Working Scotland Awards 2020.

We have Carers Positive Exemplary Status and were Silver Award 2019 & Gold Award winners 2020 of the Defence Employer Recognition Scheme (DERS).

We aim for work to be an energising and fulfilling experience and everyone plays their part to ensure that Scottish Water is trusted to serve our customers and communities.

We are passionate about creating opportunities for young people and are proud to have achieved the Gold standard in the Investors in Young People accreditation, demonstrating our commitment to creating rewarding opportunities for young people.

You will have access to a host of benefits which include 38 days holiday a year, a defined benefit pension scheme, a discounted medical cash plan and cycle to work, plus a variety of agile working arrangements and family-friendly policies designed to support your wellbeing.

Next Steps

As part of our commitment to developing a flourishing Scotland



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