Service Strategy

3 weeks ago

London, Greater London, United Kingdom Transport For London Full time

Job Title: Service Strategy & Design Lead

Job Summary:

We are seeking an experienced Service Strategy & Design Lead to join our team at Transport For London. As a key member of our Technology Service Operations team, you will be responsible for managing new or changed services, with a focus on supporting Product and Project Managers in establishing non-functional requirements and assuring the delivery of new services through design, transition, and into BAU operation.

Key Responsibilities:

  • Establish and document non-functional service requirements for new or changed services and represent these at all project gateways to assure that these requirements are being delivered.
  • Establish and document service acceptance criteria that a project must achieve prior to being accepted into BAU operation.
  • Ensure that all changes are assessed and managed in accordance with the various Contracts TfL has with third parties and that all changes comply with mandatory standards and security requirements.
  • Ensure and assure that for each change the appropriate technical and operational documentation is produced, assured, and deposited in the TfL data room.
  • Update the business and service catalogues as necessary for new or changed services.
  • Work with the Service Performance Manager to assure the design and implementation of any new or changed service and ensure that the service functional and non-functional requirements are documented with appropriate test cases.
  • Lead from a Service Design perspective for any technical change, engaging with technical teams to ensure that options analysis, proof-of-concepts, and system impact assessments have been completed satisfactorily for the entire life cycle of the Service not just the delivery stages.
  • Work directly with the operating business, product, and project managers to understand what the end user is seeking to achieve and convey key messages of service design and success to the technical teams.
  • Build and maintain strong working relationships across the Directorate, Suppliers, and TfL operating businesses.
  • Communicate and present projects to a range of stakeholders, seeking approval/guidance/feedback as required.

Requirements:

  • Proven ability to influence at a senior leader level.
  • Proven ability to manage interactions between suppliers, internal teams, and customers to reliably deliver quality technology service performance within large-scale, complex operating environments.
  • Proven analytical skills to interpret complex data and make or influence appropriate business decisions based on this analysis.
  • Motivating and leading others towards achievement.
  • Bachelor's or master's degree in Computer Science, Information Systems, or other related discipline (or corresponding professional experience).
  • ITIL Service Design and/or Management certification.
  • Broad knowledge of software development, DevOps & Project Management methodologies (including Prince2, PMM, PMI).
  • Knowledge of cloud computing service models, such as SaaS, PaaS, IaaS.
  • Knowledge IT applications in public transportation and its business environment & knowledge of ITSM Tools.
  • Financial processes (including project authorisation).
  • Commercial management best practice to ensure effective supply chain arrangements to deliver value, quality, and reliability.
  • IT System architecture and life cycle management best practises and controls.

What We Offer:

  • Final salary pension scheme.
  • Free travel for you on the TfL network and a nominated person.
  • A 75% discount on National Rail Season Ticket and interest-free loan.
  • 30 days annual leave plus public and bank holidays.
  • Flexible working.
  • Tax-efficient cycle-to-work programme.
  • Retail, health, leisure, and travel offers.
  • Discounted Eurostar travel.
  • Discounted private healthcare scheme (optional).
  • Support in professional development.

Equality, Diversity & Inclusion:

We are committed to equality, diversity, and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantees an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.

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