Service Governance Manager

4 weeks ago


Salford, Salford, United Kingdom TalkTalk Group Full time

As a key member of the TalkTalk Group, you will be responsible for the effective governance and management of services supplied, as well as agreements in transition or in-life. This role requires strong leadership and stakeholder management skills, with the ability to guide diverse teams and influence decisions.

Key Responsibilities:

  • Manage and document TSA Service Requirements, including Service Levels, Service Reporting, and the Governance and Engagement Model.
  • Work closely with the project team to raise risks and manage them to mitigation, resolution, or acceptance.
  • Engage with senior management and gather senior leadership sign-off for TSA service model.
  • Support the agreement of budgets and financial governance required to run the account.
  • Work with TSA & demerger teams to ensure that outstanding TalkTalk risks are mitigated by contractual cover.

Account Management:

  • Provide a responsible point of contact for internal and external account management.
  • Work proactively with the buyer to establish strong working relationships and a mutual trust.
  • Manage the budget and adherence thereof.
  • Coordinate change requests to ensure timely quotes are created.

TSA Service Exit / Transition Migration:

  • Continually review and update reporting, governance, and engagement models to reflect the current and future migration of TSA services.
  • Work closely with the Migration teams to align and provide guidance and support to assure the orderly migration and/or cessation of services.
  • Provide recommendations to the TalkTalk leadership team in preparation for each migration / transition milestones Go / No Go decision.

Essential Experience and Skills:

  • Managing and working alongside projects, partners, stakeholders, and customers to deliver roadmaps, plans, outcomes, and actions.
  • Leadership and virtual/matrix team management skills with the ability to guide diverse teams.
  • Stakeholder management, influencing, and negotiating decisions, clear communications, and relationships building.
  • Monitoring and reporting progress against plan, adjusting plan to ensure that projects stay on track or raising risks to relevant governance.

Desirable Experience & Skills:

  • Proficiency with MS project management and software engineering delivery tools and methods.
  • Supplier management and commercial contract experience, including RFI, RFP, and deal completion.
  • Risk, Issue, and dependency management, along with mitigation action planning and delivery.

We are an inclusive employer and value diversity in the workplace. We want our workplace to reflect the communities and customers we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.



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