Head of Service Design

Here at National Highways we are striving for excellence so if you’re looking for a new opportunity to lead a high performing team in a progressive organisation please see below Your new role National Highways Digital Services Department are embarking on a multimillion-pound transformation programme that will enable National Highways to transform the way it operates by delivering digital, data and technology services from frontline to back office,in a modern and efficient way. To ensure the smooth delivery of the transformation programme the Digital Services team are looking to recruit a Head of Service Design & Transition to join the Service Operations team. The Service Operations team provide effective,efficient delivery and support of IT services by defining, planning, leading and delivering the IT operations support strategy across the business in line with the overall Delivery Plan for National Highways. Our new Head of Service Design Transition will develop and implement service transition approaches across all digital, data and technology activities within National Highways. This covers both our corporate and operational technology estates, which includesour 24x7x365 safety critical services at the roadside. You will be accountable for improving and managing the transition framework and processes. You will support your team with tools, knowledge and training to ensure they have the right capability and capacityto deliver the businesses services and/or prioritise transition of services with senior management. As a flexible working organisation, we are pleased to offer the above role from any of our National Highways England offices. Travel to the Cube Birmingham and other sites will be required as and when needed. What you’ll be leading on - Building supports model alongside technical delivery teams to ensure there is a focus upon the services delivered to colleagues and customers and that we instil the principle of "design to operate" which aligns to our target operating model - Leading the implementation and further development of the transition strategy - Managing and maintain a robust service transition governance framework that ensures consistency when new or changed services are transitioned - Aligning service transition plans with the needs of the business for new or changed services transitioning into or out of the live environment. Implement and establish a robust set of transition controls throughout the service lifecycle - Defining who is doing what, when and where at all handover points to increase accountability for delivery against the plans and processes. Question why and how we are doing things - Defining and communicate roles and responsibilities for handover and acceptance throughout the transition activities for build, test, release and deployment / retirement - Establishing and maintaining the integrity of all identified service assets and configurations as they evolve through the service transition stages - Ensuring systems and processes that aid the transfer of knowledge into operation are kept up to date - Ensuring services will be managed, operated and supported in accordance with the requirements specified within the service designs. Where there are gaps, work with stakeholders across the lifecycle to improve inputs to service transition To be successful - ITIL V3 Expert or ITIL V4 Managing Professional, or ITIL V4 Specialist In two or more categories, or is ITIL V3 Practitioner in service design and service transition and working towards ITIL Expert/MP level - Extensive stakeholder experience at a senior level across the ITIL lifecycle - Expert Vendor Manager who can demonstrate effective working with and improvement of vendor relationships - Experience improving and implementing transition frameworks, processes, reporting, KPI’S dashboards with a view to making data driven decisions for improvement. Demonstrated ability identifying capacity and capability issues early. Expert at auditing endto end process for transition improvements - Able to deal with high impact, complex change requests - Track record of supporting a team and the wider business in delivering the desired outcomes via robust processes and procedures. Able to create a clear picture of the transition function so everyone is clear on the journey, next steps and timeline - Experience in instilling a continual service improvement methodology and ensure tools, knowledge, resources, and skills are always up to date and available in support of transitioning the critical business services for which you are accountable. Demonstratea growth mentality and instill this across the team - Demonstrated ability to consistently deliver high level customer service requests customer feedback and utilising this to make further enhancements to the business/ user experience A bit about us Digital Services is a growing and vibrant team and there has never been a better time to join us as we go through our delivery programme. We are helping to transform the way National Highways operates Smart Motorways by delivering compliance enforcementand connectivity technology services from frontline to back office, in a modern and efficient way. Our vision is to develop integrated information and technology that empowers our colleagues and provides real time information to our customers, integrationwith intelligent vehicle and transport systems as they develop, to improve journey safety and reliability.