What is the purpose of the role?
The telecoms and network lead will have overall responsibility for the management of network and voice environments. You will be ensuring maintenance planning and adherence to procedures for operating efficiency as well as being responsible for crisis management, process management, SLA adherence and service improvement. You will manage and direct the supplier responsible for networks and voice, Tier 1 support, incident and request management and managing the policy for hardware and software lifecycle management towards an outcome of a highly available and high performance service. This role allows you to work closely with the CTO to develop technology strategies that support long-term growth and sustainability whilst developing operational plans that are flexible in a changing environment. You will be responsible for the networks and voice budget, you will also collaborate with PMO to prioritize projects, deliverables and resolve competing priorities. Continuous service improvement (CSI) is one of the main focuses in this telecoms and network lead will be making recommendations, refining CSI service delivery plans, providing monthly management information to enable decisions that drive the highest levels of service within the timeframes and budgets agreed. Risk Management being the other focus as you will work in collaboration with the operational risk manager to manage business area operational risks and proactively mitigate against, resolve and report on service delivery risks and issue.
What makes this role unique?
As part of our exciting plans, the IT operations team structure is growing to strengthen and increase our in-house capability and capacity. The areas of expertise we’re looking for are focused on the end to end service management of our IT services (using the ITIL V3 frame work). This is a chance for you to work in our innovative creative office space where you will be able to visually demonstrate your skills, ideas and insights openly. This is a challenging role which requires you to help deliver the best next generation services to all our customers. Our organisation are about to embark on a very exciting journey to improve our IT services. You will be part of a new team creating our own in house multi-million pound ITIL service management framework. You will be involved in continuously improving our service for our current and future long term vision.
What will this role involve?
Telecoms and network lead responsibilities are:
Displaying a strong commitment to successful delivery of network and voice infrastructure IS & business strategies and demonstrating commercial awareness in product selection, achieving goals with fit for purpose tools.
Partnering with colleagues and manage suppliers in delivering transformations and act as project governance for service management, solution and continuity design.
You will be managing the policy for hardware and software lifecycle management towards an outcome of a highly available and high performance service and utilizing industry standard key performance indicators to continuously evaluate service value.
Provide effective governance for suppliers and partners including addressing issues/concerns and providing solutions with favourable outcomes as required.
Identify corrective actions to ensure service meets or exceed the SLA's.
What are we looking for?
We are looking for someone educated to degree level or equivalent experience, with ITSM – ITIL foundation as a minimum and a significant amount of IT management experience within a complex matrix IT operational environment. Essential technical skills are service delivery, operational support environment, risk management, service management and stakeholder management. The right candidate needs to be a self-motivated individual with attention to detail and the ability to deliver under pressure. You should have excellent communication, planning and organising skills and fully experienced at dealing with stakeholders. You should be a proven problem solver with the ability to make balanced decisions considering commercial, operational and customer needs.
Thames Water information and salary details
This role is based at our offices in Reading. We are offering a salary of between £40,800 and £72,200 dependant on skills and experience.
Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.
Closing Date: The closing date for applications is 26/03/2018.