Head of Service Assurance
2 weeks ago
**Location**:
**Location**:
Manchester
**Type**:
**Type**:
PERMANENT
- These two important teams keep everything running smoothly for the people who work for us and the customers who use our services - including providing facilities management and IT support.
**Together we're building a greener tomorrow**:
- Connecting every home and business to a single, secure smart meter network is a huge undertaking. So you can imagine the scale - and variety - and opportunities for the people who'll help us do it.**About the DCC**
At the Data Communications Company, we believe in making Britain more connected, so we can all lead smarter, greener lives. We’ve built the secure infrastructure that’s supporting the mass roll-out of smart meters across the country. Our universal, secure network will be in 30 million homes and small businesses, making it the largest network in Britain. So it’s a truly exciting time to join us. You’ll be part of a team that’s supporting the country’s transition to a low-carbon economy, and helping to ensure an affordable, secure, and sustainable energy supply for the future.
**The Role**
Reporting to the Deputy Director of Service Assurance, the Head of Service Assurance will join a team focused on building the Service Designs and seamless transitioning of major programmes supporting and operating Smart DCC’s major national infrastructure, as the company scales up to run a network supporting more households and connected devices than either BT Retail, Kingston Communications, or Vodafone’s IoT business globally.
The Head of Service Assurance will play a key role in the organisation, working collaboratively with the Technical Design and Programme functions to ensure the quality and safe delivery of all programme change into live Service.
With the rapid growth in connected devices (to in-home Smart Meter Communications Hubs) comes with an increasing risk of service interruption, which the Head of will be accountable for mitigating through assurance of major change. The Head of will be responsible for ensuring their team finds weaknesses, chokepoints, and anticipate demand in this complex service landscape ahead of programme go live dates to ensure services remain available and stable. A team focused approach is required, with the ability to see the ‘big picture’ and think strategically, while also being pragmatic about getting results.
The Head of will have extensive experience in developing and delivering a Service Assurance strategy and ensuring the right controls, processes, people and technology are in place to allow DCC to manage the integrity of its services, as a Service Integrator, in supporting our Customers.
**What you'll be doing**
- Deliver against the vision and strategic leadership to provide present and future direction and goal setting. Manage the Service Assurance function including, people development and management, financial management and business planning, partner and vendor management.
- Work collaboratively with wider Operational Directors, support the shape and design of the E2E Operational teams and capabilities building out a short to long term TOM that allows for the future agile integration of new products and services.
- Elevating thinking through positive challenge through the appropriate medium to colleagues to evolve thought processes in order to improve outcomes.
- Work with the Design and Programme functions build out a formal acceptance into service governance framework that allows for quality operational sign off against programme change through all the CDM gates.
- Production and presentation of Business Cases required to underpin the Operational aspects of change as they move to live.
- Ensure key Operational and business requirements are captured and traced through to go live including the accuracy of budget transfer and sign off.
- As the key interface with the Programme and Design functions, ensure that operational requirements are accurately captured and delivered in a quality and timely manner.
- Ensuring any modifications or transitions to the live operational environment are managed, planned and coordinated through Service Transition processes and activities ensuring a smooth transition to live operation.
- Leads the Integration and communication of Service Assurance key performance indicators (KPIs), metrics packages and related information demonstrating value and business outcomes.
- Ensure Service Assurance follows standardised operations and support methods, procedures and policies leveraging Best Practice, partnering tightly with the other Core Services, Programme and Design Directors to ensure process alignment is in place.
**What we're looking for**
- Experience in strategic roles in a technology, energy or telecommunications company with exposure to the challenges of managing embedded and integrated software.
- 10+ years of experience leading IT Service Management in a global environment (either service operati
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