Operational Solution Design Lead - United Kingdom - CHEP

Description

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Operational Solution Design Lead

Apply remote type Hybrid Remote locations Weybridge, Addlestone, UK time type Full time posted on Posted Yesterday job requisition id JR15937

CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers. We employ 11,000 people and operate in more than 55 countries. Through our pioneering and sustainable share-and-reuse business model, the world's biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.

What does that mean for you? You'll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You'll help change how goods get to market and contribute to global sustainability. You'll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our Hybrid Work Model .

Job Description

Title : Operational Solution Design Lead

Position

The Operational Solution Design Lead will join the newly created IT Service Management function, will own the Solution/Service Design process and will have the accountability for creation and execution of Solution/Service Design disciplines across the IT technology landscape. The Operational Solution Design Lead will set the standard for how Technology Services and Business Solutions will be designed and implemented within Brambles. The Operational Solution Design Lead will unite relevant internal and external teams across Service Management, PMO, Technology Services Platform teams, Business Platform teams and Product teams to ensure suitable process automation is in place where possible and that there is a collaborative and effective approach to both Solution and Service Design.

The Operational Solution Design Lead will be accountable for reviewing, updating and then owning all documentation related to Solution Design Standards, Policies and Processes and will ensure that communication and training is undertaken across Brambles and its Suppliers and 3rd Parties where future changes to Solution and Service Design Processes and Policies are required.

The Operational Solution Design Lead will be responsible for ensuring that all requirements for Solution and Service Design reporting, data and information are understood across all processes and workflows and processes that any new Solution or Service will adopt or integrate with. (Incident, Problem, Change, Availability, Configuration, Knowledge etc.).

The Operational Solution Design Lead will ensure standardised targets for SLAs, OLAs and Underpinning Contracts across all Services being progressed through Solution/Service Design process. The Operational Solution Design Lead will have responsibility for defining the Service Acceptance process, along with the definition and agreement of future Support Models with Internal and External teams and any 3rd party suppliers. The Operational Solution Design Lead will enable quality throughout the Project Delivery Lifecycle, assisting Stakeholders across all Technology functions, Partners and Suppliers in understanding the core internal and external processes which will all have an influence on the Solution/Service that is designed.

The Operational Solution Design Lead will be responsible for supporting the leadership and direction of the newly created IT Service Management function and will be expected to contribute to the formation of a service management culture within Brambles.

Location : UK

Measures :

The Key Performance Indicators for this role are driven by:

• Deliverables of the Solution Design process setup plan to be based on the ITSM roadmap and Solution/Service Design best practice
• Recommendations delivered as part of an ITSM Maturity Assessment and ServiceNow Tool assessment specific to the Solution/Service Design process should also be considered
• Ensure Solution/Service Design is embedded across IT Portfolio, Programs or Project change to fully support business and strategic goals
• IT Operations and relevant Solution/Service Design process resiliency KPI's to be defined and agreed in the initial 60 days.
• Adherence of the Solution Design processes in the Project Delivery lifecycle.

Key Tasks and accountabilities

• Provide assistance to leadership by setting clear objectives and priorities across the Solution/Service Design process to help support a culture of service excellence.
• Support the implementation of the strategic ITSM function, with a focus on Solution/Service Design process ensuring full adoption to realise maximum benefit.
• Set the standards to enable the translation of Customer, Business, IT, Enterprise Architecture etc. requirements and/or contractual obligations so as to describe the scope of services, delivery model(s), people, processes, Service Level Agreements (SLAs) and supporting Operational Level Agreements (OLAs) for any new or improved services.
• Using agreed requirements, lead the production of Service Models to support Operational teams across platform and product owners in the future delivery of IT services.
• Agree and implement quality assurance standards into the operational Solution/Service Design process to ensure that customer, business, IT, Enterprise Architecture etc. demand is effectively translated into well-defined business and IT services.
• Assist and liaise with projects in the design of the solution elements to be provided by the Infrastructure and Operations organisations. This should always include leading the solution architects form the different Infrastructure and operations towers to produce the service support model and the other necessary Support and Maintenance documents listed in the Service Acceptance Criteria.
• Ensure future service supportability by assuring that projects deliver the right level of quality so that the required infrastructure and support processes are subsequently embedded across internal, external and 3rd party suppliers.
• Design an improved Service Structure and Service Topology, which can be used to help standardise new services coming through the Solution/Service Design process .
• Define and then manage the agreed Service Acceptance process.
• Contribute to the promotion of a strong customer-first culture that extends across all service delivery teams, including service performance metrics and support and drive CSI.
• Work collaboratively across platform teams and the various platform and product owners to identify the best areas for continuous improvement.
• Develop, motivate and retain a competent and professional team in line with the Company's HR procedures.
• Meet the governance, policy and process requirements e.g., Business and financial planning, procurement, internal audit, people and policies.
• Where relevant, ensure that there is an effective organisational structure in place which enables delivery of ITSM objectives and champions the strategic importance of people, talent management and development issues, building a strong culture of continuous learning and knowledge sharing between specialists and generalists.
• Develop and execute an effective risk framework for the area of responsibility.
• Be involved in regular operational reviews in liaison with IT Operations Governance and wider stakeholders as required.

Challenges/ Problem Solving :

• Drive collaboration between stakeholders who have diverse objectives.
• Drive substantial change to operational practices.

Authority/ Decision Making:

• Is fully accountable for meeting allocated technical and/or project/supervisory objectives related to Problem and Knowledge standards.
• Has significant influence over the allocation and management of resources appropriate to recover services and/or given assignments and in the delegation of service and project responsibilities.
• Make decisions which impact the resiliency of services i.e. service availability and success of projects i.e. results, deadlines and budget

Qualifications

Essential Qualifications

• Bachelor's degree in Computer Science, Information Systems, Business or related field, Masters preferred or equivalent combination of education/experience.
• ITIL v.3 or v.4 Specialist Qualification

Desirable Qualifications

SIAM knowledge

Experience

• Significant previous experience within an IT focussed role.
• 5+ years' experience managing or influencing technical staff and projects.
• Significant knowledge and practical application of Problem and Knowledge Management Processes and Tools.
• Proven success in improving the customer experience.
• Experience working within a matrix structure.

Skills and Knowledge

Stakeholder relationship management

• Collects and uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management.
• Implements a communications strategy, including -but not limited to- handling of complaints; problems and issues; managing resolutions; corrective actions and lessons learned; collection and dissemination of relevant information appropriately

Project management

• Takes full responsibility for the definition and entire management from start to finish including -but not limited to- costs, schedule, resources, risks, quality, testing, documentation and change management until production with satisfactory completion of medium-scale projects (typically lasting 6-12 months, with direct business impact, teams of 3-5 and firm deadlines).
• Provides effective leadership to the project team and takes appropriate action where team performance deviates from agreed tolerances.

Third party supplier relationship management

• Develops and manages contracts with suppliers to meet key performance indicators and agreed targets, taking account of information security of third parties.
• Carries out benchmarking and makes use of supplier performance data to ensure that supplier performance is properly monitored and regularly reviewed.
• Is responsible for the management and implementation of supplier service improvement actions and programmes.

Technical and business knowledge

• Multi-domain technical expertise (in at least 4 areas) including: data center, hosting platforms, messaging/collaboration, client services, voice & data networks, application technology services, and IT service management
• ITIL v.3 or 4 specialist certification; working and practical knowledge of IT Service Management
• Experience using ServiceNow Problem Management workflow and the ServiceNow Knowledge Base

Preferred Education

Bachelors

Preferred Level of Work Experience

5 - 7 yearsHybrid Remote

We are an Equal Opportunity Employer and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Individuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. Brambles and CHEP never conduct interviews via online chat or request money as a term of employment. If you have a question as to the legitimacy of an interview or job offer, please contact us at

About Us

CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers. We employ 11,000 people and operate in more than 55 countries. Through our pioneering and sustainable share-and-reuse business model, the world's biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.

What does that mean for you? You'll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You'll help change how goods get to market and contribute to global sustainability. You'll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our Hybrid Work Model , for available positions. #J-18808-Ljbffr