Service Design - Stanley Green Trading Estate, United Kingdom - Pets at Home Ltd

Pets at Home Ltd
Pets at Home Ltd
Verified Company
Stanley Green Trading Estate, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Location:
Hybrid with office based working from our Handforth(Cheshire) Support Office for 2 to 3 days a week

About the role


We are embarking on initiatives to enhance technical capability that will revolutionise our pet care customer experience and currently have a vacancy for an experienced Service Transition Lead operating within the Group IT Service Delivery function.

Workingacross various Programmes and projects the ST Lead will ensure readiness to integrate new services into our IT Service Delivery support portfolio.


Our Service Transition Leads are key stakeholders in the management of business and technical change, having responsibility to represent the perspectives of operational service delivery by ensuring service quality and readiness assurance in the Deliveryof the 'to-be' Services, so ensuring we have capability to successfully support new services internally or through partners to support our Business's strategic growth.


Aligned to Pets at Home's Change Delivery Lifecycle, the Service Transition Lead will facilitate all aspects of service design & readiness, from the stage where a project is mobilised; working closely with Projects teams, Service Owners, Business Owners,and Service Delivery support teams through transition and build of the service, before successfully landing into Service Delivery.


Key responsibilities (will include, but not limited to):

  • To partner the project stakeholders across IT and Business teams to build & ensure delivery of service governance, design and support model documentation, and the build of that service capability is aligned with Pets at Home ITSM policy & ITIL standardsfor successful 'live' operation and support in BAU.
  • To validate, define & articulate the benefits case for Service NFRs; providing service lens in commercial and operational build readiness of support functions and processes, technology, and capability to achieve the desired service.
  • Review 3rd Party partner services to ensure high availability, robust SLA's/service management processes and controls align with ITIL best practice, ensure high availability/recovery time agreed with business owners and appropriate underpinning commercialcover & SLAs are implemented.
  • To create all the required Service Support documentation to ensure effective management of new services that are supportable and meet business availability needs.
  • Ensure documentation and process are reviewed/agreed and signed off by the business and service management stakeholders.
  • To provide service governance to oversee & influence the readiness of new services for BAU operation; to effectively support our colleagues and service resources have been correctly provisioned in line with release timescales.
  • Manage the early life support warranty of new inlife services through to handover into BAU support; provide advice and guidance and support to teams, and support error investigation and recovery.
About your experience

  • Minimum five years' working in Service Delivery environment where ITIL service management principles and processes are implemented,
  • Experience of creating IT Service support designs then implementing those plans into working enterprise support,
  • Welldeveloped presentation and influencing skills, capable of making the case for and achieving effective service transition deliverables in project environments,
  • Proven track record of successfully managing their own work and that of others where required, including the ability to plan, prioritise and organise work to meet tight deadlines,
Essential Qualifications

  • Educated to Degree level in an IT or Business discipline
  • ITIL4 foundation certificate
  • ITIL Service Lifecycle Transition certificate
Desirable Experience

  • Project Delivery experience in a retail environment
  • Minimum of two years' experience as IT Service Manager or Transition Lead within a complex and diverse organisation,
  • Service Transition experience building support for both Agile & DevOps Application delivery environments
About Our Purpose


Far more than a retailer, Pets at Home Group is the UK's leading pet care specialist, fulfilling every possible pet and owner need, from food and accessories to grooming and vet services.

Since 1991, we've been building a business around pets and their ownersand we've set our sights on becoming the best pet care business in the world.

Join us now and you can be part of that journey, developing your future as we develop ours.

This is a place where you can take pride and passion in your work within an inspiring,professional team that's focused on supporting pets and their owners to live happier lives together.

We're driven by the wellbeing of pets and we make sure we look after our people too. We depend on your commitment and innovation, and reward it with competitive pay and comprehensive benefits.
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