What you’ll be doing?
The Digital User Services Lead will support the Head of Digital User Services department with the development and operation of the User Services Team. This will include supporting all User Services areas and looking at ways to centralise, automate activities as well as looking at the shift left approach through to supporting the stand-up of the Digital User Champions in the business.
Working closely with all User Services Teams to ensure a consistent approach and 'One Team' behaviour. In this role you will help to rebuild group processes, converge services, define new group standards and ways of working.
The team will establish and execute a strategy for User Services Team, building, maintaining, and supporting it as required to meet business requirements at affordable cost. Working, overall, on a shift left methodology bringing automation, self-service, and efficient services to our users.
The role holder will get involved in multiple areas, including representing the User Services Team in transitioning projects/applications into BAU, Knowledge Management/training through to Resource management whilst developing and applying procedures and best practices.
This exciting opportunity will suit a talented IT Professional who is well Service Delivery, ideally within an ITIL environment.
You will have a good understanding and hands-on experience of building cohesive teams, inspiring and motivating staff, investing in their development, and improving overall service.
The role will offer an element of flexibility (hybrid working, office/home). As a lead however, you will need to be visible to the team. Together with the rest of the leadership team, you will be instrumental to nurturing our company culture, maintaining collaborative team spirit, demonstrating what good (behaviours) look like to ensure that staff are supported, to succeed in their professional career development
We’re looking for you to do
- Establish and maintain a strategy for Digital User Services Team and supporting our team charter in support of our overall Digital Strategy
- Support in defining and delivering a Digital User Services roadmap for the continued improvement and on-going maintenance of all User Services teams
- Be an inspiring and visible lead - instil best ITIL practice to deliver best quality service delivery. Drive customer service culture that over-delivers
- Promote culture of continuous learning & invest in User Services teams development - regularly assess the skills matrix ensuring adequate resource capability
- Work with appropriate Digital teams and partners to ensure that appropriate improvements, automation, and shift-left enable the vision for the Digital User Services Team
- Ensure service levels, Operational Level Agreements and KPIs agreed with Senior IT Team and have processes, tools in place to measure these effectively
- Develop and promote an inclusive working environment – knowledge sharing and collaboration
- Maintain appropriate stakeholder and communication plans and ensure that potential conflicts and issues are managed
- Build a positive team spirit and collaborative culture across the Digital User Services Team where the team succeeds and fails together, celebrating, learning and improving as one. Extend this across the rest of Digital
- Be the escalation point for client queries - review and rectify issues, liaise with appropriate stakeholders to provide effective solutions
- Review existing User Services operational practices to determine their effectiveness and implement new techniques as appropriate
- Ensure that all processes used by the User Services Team are thoroughly documented, consistently audited, and regularly improved
- Review and manage current Service Transition into User Services, understanding gaps and implement improvements in the way projects are delivering into Service Delivery. Also, providing representation through to the approval of changes
- Work with Problem Management team to understand incident trends through to solution management
- Support, maintain and deliver against an overall Digital User Services continuous improvement plan utilising expertise in Service Delivery, Platform Services Teams, Delivery Teams and Strategy & Planning Teams
What Skills are we looking for?
- ITIL v3 qualifications and demonstrated ITIL process and procedure acumen
- ITSM tools like ServiceNow etc
- Significant end-to-end experience across end user technologies, applications, and services
- Experience of working with different IT delivery approaches (waterfall, agile etc.)
- Experience in working with 3rd party support and technology partners
- Extensive years practical IT services support experience
- Excellent interpersonal skills and is fully experienced at dealing with diverse and senior stakeholders
- Proficient and effective communicator
- Ability to explain complex problems in a simple and effective manner
- Proficient in the following disciplines: Process improvement, stakeholder analysis, business proposals and cost management, supplier relationship management
What’s in it for you?
Our competitive salary & package includes, an excellent contributory pension, 26 days holiday per year increasing to 30 with the length of service and a wider benefits scheme.
|
Thames Water is a dynamic, rewarding and diverse place to work, with opportunities around every corner. If you join our team, you’ll enjoy a fulfilling career, flexible working arrangements and great benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader employer.
Find out more about working at Thames Water.
We deliver life's essential service so our customers, communities and the environment can thrive. This means, when a crisis happens, we all rally round to support our customers. As part of your role, you’ll be asked to help out our Instant Support Team to help our customers in their hour of need. This is incredibly rewarding, and you’ll be given full training – it’s also a great opportunity to learn more about our business and meet colleagues.
Disclaimer: due to the high volume of applications we receive, we may close a vacancy earlier than the advertised date. This is so we can manage all the applications properly and give candidates a positive experience. Once closed, we can’t consider any further applications, so please submit your application as soon as possible to avoid disappointment.
Find out more about working at Thames Water.
|
Who are we?
|
Thames Water is the UK’s largest water and wastewater company. We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km of pipes, keeping taps flowing and toilets flushing.
At Thames Water, every one of our actions, big and small, matters every day. Water is essential to life, so our business is always open – and this matters even more through a pandemic.
|
|
We’re proud of the positive ways of working we’ve adopted during the pandemic, creating a more flexible and dynamic environment so all our colleagues can thrive. For our office-based roles we’re moving to a hybrid approach with various options across working from home, office and our sites. We’ll cover this during the assessment process.
|