Senior IT Service Lead - Gloucester, United Kingdom - EDF Limited

EDF Limited
EDF Limited
Verified Company
Gloucester, United Kingdom

6 days ago

Tom O´Connor

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Tom O´Connor

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Description

Contract type:
Permanent


Location:

Our team can work flexibly from home or the office, balancing the working day with personal commitments, whether that's personal wellbeing, childcare or interests.

The team also have the opportunity to work collaboratively together at our Gloucester or Exeter office or our collaboration space in Plymouth.


Closing date:
Friday 17th February 2023


Salary:
Starting from £50,000 plus excellent benefits


Have you got a passion for delivering IT Service Excellence, are you relentless in identifying root cause, can you successfully transition Services to live operational state? If so this could be the role for you. We're a friendly, dynamic and supportive team, who encourage passion, self-development, ambition and collaboration, both in our performance as a team and individually.


As the Senior IT Service Lead you will be responsible for service quality, service design, service reliability and service automation, working in collaboration with Enterprise Product Managers, Enterprise Product Owners, multiple partners, multiple customer representatives and multiple agile teams to integrate service management best practice into platform backlogs to establish and continuously improve service reliability across enterprise-wide strategic platforms.


The Senior IT Service Lead is also responsible for Partner Performance Management, providing holistic management and monitoring of our strategic sourcing partners to ensure all contractual obligations are managed and optimised, coordinating, leading and conducting partner performance reviews, identifying risks and escalating issues as required.


The Senior IT Service Lead is also responsible for Customer Service and Experience Management, they will act as an escalation point for the ownership of escalations of any service-related issues, develop, initiate and facilitate the Business Unit Account review meetings and will own the development and introduction of new service metrics.

They will solicit and act upon feedback from their respective Business Units, driving improvements in the Customer Experience (CX), they will input Business opportunities

equests into the Intake Management processes of the various EDF Product Teams, championing the prioritisation of Service Issues and Improvements sessions.


You will lead these activities across a small number of agile release trains that support a platform of several interrelated enterprise wide and strategic products and ensures proper operational rigour, service reliability and agile service management best practice across that scope.


When required, you will manage the policies and processes of release, asset, configuration and change management, with automation, 'just enough' control and 'right first time' embedded in our ways of working.

As required the role will lead the development of initiatives to support SIAM intelligent operations, reporting and analytics.


The assignment opportunities

Customer IT Service \ Experience Management - this role will drive improvements in the Customer Experience (CX), they will input Business opportunities
equests into the Intake Management processes of the various Value Streams.

They will provide the true "Voice of the Customer" engaging and soliciting feedback from Key Business stakeholders to ensure their requirements are known and met.

Inputting into Value Stream prioritisation setting sessions and can mediate across Business stakeholders where applicable. Responsible for asking the question, "What does the service delivery feel like?"


They will be the main point of contact for their specific Business Unit, acting as an escalation point for the ownership of escalations of any service-related issues, develop, initiate and facilitate the Business Unit Account review meetings and will own the development and introduction of new service metrics.


Senior IT Service Architect - Lead the adoption of best practice agile service design, service reliability and service automation across the EIT release trains.

Ensures Enterprise Product Managers, Enterprise Product Owners, multiple partners and multiple agile teams are consistently incorporating and continuously improving service design, service reliability and service automation into platform backlogs.

They will define and target maturity for each Value Stream and underpin with Service Principles and Service metrics.

They will define the service metrics to cover the service health, reliability, vulnerability and resilience of both Development and Operations, through a combination of DORA and traditional ITIL metrics to mature the overall delivery.

Ensuring the reporting and data accurately reflects the services being delivered and that our Enterprise Product Teams deliver the best possible product to EDF.

They will work within the respective Value Stream and collaborating with Enterprise Product Owners, Senior Scrum Masters and agile teams, internal and partner st
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