Service Governance Lead

3 weeks ago

Salford, Salford, United Kingdom TalkTalk Group Full time

Role Overview

As a pivotal member of the Technology and Platform Tech & Security team, you will oversee the governance of services provided, including those in transition or currently operational.

Your primary responsibility will be to report on the delivery and ongoing management of services, ensuring effective planning and oversight during the transition of services as agreements conclude. You will collaborate with both partner and internal/external stakeholders to meet agreed exit criteria.

Key Responsibilities

Service Definition

  • Manage and document TSA Service Requirements, encompassing Service Levels, Service Reporting, and the Governance and Engagement Model.
  • Work closely with project teams to identify and mitigate risks, collaborating with the Commercial team to ensure contractual protections are in place.
  • Engage with senior management to secure leadership approval for the TSA service model.
  • Support the establishment of budgets and financial governance necessary for account management.
  • Coordinate with TSA and demerger teams to address outstanding risks through contractual measures, ensuring comprehensive service coverage.

In-Life Account Management

  • Act as the primary contact for internal and external account management, fostering strong relationships built on trust.
  • Manage and resolve escalations from stakeholders, ensuring adherence to budgetary constraints.
  • Oversee change requests to guarantee timely and accurate quotes that satisfy both partner needs and TalkTalk requirements.
  • Implement effective governance and engagement models, including monthly account reviews and risk management reporting.
  • Lead cross-functional teams to ensure performance meets contractual obligations, delivering monthly reports on key performance indicators.

TSA Service Exit / Transition Migration

  • Continuously review and enhance reporting, governance, and engagement models to align with the migration of TSA services.
  • Collaborate with Migration teams to provide guidance and support, ensuring smooth transitions and minimal service disruption.
  • Advise TalkTalk Commercial and Service teams on maintaining services and timely updates to contracts.

Essential Skills and Experience

  • Experience managing projects and collaborating with partners, stakeholders, and customers to achieve objectives.
  • Strong leadership skills with the ability to guide diverse, virtual teams.
  • Proficient in stakeholder management, negotiation, and relationship building.
  • Ability to monitor and report on project progress, adjusting plans as necessary to stay on track.
  • Commitment to continuous improvement and optimizing delivery processes.
  • Capability to set clear objectives and enforce deadlines for team members.

Desirable Skills and Experience

  • Familiarity with project management software and engineering delivery methodologies.
  • Experience in supplier management and commercial contracts, including RFI, RFP, and deal closure.
  • Proficient in risk, issue, and dependency management, with a focus on mitigation planning.
  • Exhibit a proactive, organized, and resilient approach to work.

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

We embrace flexibility in our work culture, allowing for a dynamic approach to how we operate.

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