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Service Governance Lead

2 months ago

Salford, Salford, United Kingdom TalkTalk Group Full time

Overview: In the realm of Technology and Platform Tech & Security, this role focuses on the ongoing governance of services provided, as well as the management of agreements in transition or currently active.

Key Responsibilities:

You will oversee the reporting related to the delivery and operational management of services, ensuring effective planning and management during the transition of services as per agreed exit criteria. This involves collaboration with both partner and internal/external stakeholders.

Service Definition:

  • Manage and document Service Requirements, including Service Levels and Governance Models.
  • Work closely with project teams to identify and mitigate risks, collaborating with the Commercial team for contractual protection.
  • Engage with senior management to secure leadership approval for service models.
  • Support budget agreements and financial governance necessary for account management.
  • Coordinate with TSA and demerger teams to ensure all TalkTalk risks are addressed through contractual measures.

In-Life Account Management:

  • Act as the primary contact for both internal and external account management, fostering strong relationships built on trust.
  • Manage escalations from stakeholders and ensure adherence to budgetary constraints.
  • Facilitate change requests to ensure timely and effective responses to partner needs.
  • Implement a robust governance and engagement model, including regular account reviews and risk management.
  • Lead cross-functional teams to ensure performance meets contractual obligations, delivering monthly performance reports to stakeholders.

TSA Service Exit / Transition Migration:

  • Continuously review and update governance models to reflect the ongoing migration of TSA services.
  • Collaborate with Migration teams to ensure a smooth transition or cessation of services, minimizing service disruption.
  • Provide guidance to ensure timely updates to contracts and maintenance of TalkTalk services.

Essential Skills and Experience:

  • Experience in managing projects and collaborating with partners and stakeholders to achieve objectives.
  • Proven leadership skills in managing virtual and matrix teams.
  • Strong stakeholder management and negotiation skills.
  • Ability to monitor project progress and adjust plans as necessary.
  • Commitment to continuous improvement and process optimization.

Desirable Skills and Experience:

  • Familiarity with project management tools and software engineering methodologies.
  • Experience in supplier management and commercial contracts.
  • Competence in risk and issue management.
  • Proactive and organized approach with a positive attitude.

At TalkTalk Group, we recognize that diversity drives success and innovation. We strive to create an inclusive workplace that reflects the communities we serve, where everyone can be their authentic selves.