This vacancy is now closed

 

About the role:

The Service Introduction Practice Lead will lead the Service Introduction function within Digital Delivery taking responsibility for the delivery of operational readiness for new or changed services, ensuring that changes introduced by programmes and projects / products into live service have no impact on the availability and performance of these services.

The role is vital to ensure that all changes delivered by Digital Delivery consider and deliver the operational requirements to support the service, validating throughout the project lifecycle, identifying and mitigating any risks and issues that could impact the services.

The Service Introduction practice within Digital Delivery will comply with the Service Design & Transition policies, and collaborate with Service Transition & Governance on the continual improvement of these policies.

The Service Introduction Manager within Digital Delivery will lead the development and continuous improvement of the Digital Delivery Service Introduction standards, processes, procedures, working practices, templates, checklists and secure, align and manage the expert resources to support delivery in identifying and executing Service Introduction activities. 

Key accountabilities include:

  • Acting as the authority on Digital Delivery Service Introduction, taking accountability for all actions and decisions within the function and by its resources, including technical, financial and quality aspects.
  • Establishing the Digital Delivery Service Introduction function objectives, assigning responsibility across the resources within the function, or taking direct responsibility where appropriate.
  • Defining, implementing, maintaining and continuously improving the Digital Delivery Service Introduction strategy.
  • Establishing and maintaining influential relationships with internal and external customers, suppliers and partners at senior management level, and industry leaders in Digital Service Introduction best practice.
  • Making decisions which impact the work of the Digital Delivery Service Introduction function, achievement of function objectives and financial performance, creatively applying a wide range of technical and management principles.
  • Developing and maintaining broad business understanding and deep Digital Service Introduction expertise, including knowledge of the activities and practices within Thames Water and those of suppliers, partners, competitors and clients. Taking the initiative to keep both own and function members skills up to date. 
  • Performing highly complex Digital Delivery Service Introduction work activities covering technical, financial and quality aspects, absorbing complex information and understanding the implication of new technologies and the role / impact of technology within Thames Water to ensure the service delivered by the Service Introduction function is appropriate and relevant.
  • Promoting the application of Service Introduction within the Digital Delivery organisation.
  • Providing clear Digital Delivery Service Introduction leadership, communicating effectively at all levels to both technical and non-technical audiences.
  • Promoting compliance with relevant legislation and the need for services, products and working practices to provide equal access and equal opportunity to people with diverse abilities.
  • Identifying and mitigating risks and resolving issues.

To be successful you will have the following skills and experience:

  • Degree in a relevant subject or area or equivalent experience
  • Prince 2 foundation
  • Agile Project Management foundation
  • ITIL Service Transition / Service Design certification – Practitioner minimum
  • Extensive Digital Service Introduction experience across all facets of Service Introduction (e.g. specifying service / support requirements, defining and implementing support models, agreeing service acceptance criteria, managing warranty period, defining / agreeing SLAs, etc) across major projects within a multi-vendor ecosystem
  • Extensive track record of stakeholder management relating to the introduction of major business and process digital changes in a large complex organisation
  • Proven experience in setting up a new Service Introduction capability
  • Extensive experience as a senior manager/ leader of all Service Management functions

What’s in it for you:

You will join the rapidly growing Digital Delivery team where you will hold an ultimate accountability for the successful delivery of key projects within the programme and realisation of the business outcomes.

Our competitive salary package includes a car allowance, bonus of up to 20%, an excellent contributory pension, 26 days holiday per year increasing to 30 with length of service and a wider benefits scheme. This includes an annual pay review, season ticket loans, voucher scheme giving you money off in major retail outlets, loyalty awards for continuous service plus much more, including our referral scheme, where you can receive £750 for helping someone get a permanent position within the company. 

We’re also proud to be here for our local community around Reading, offering everyone two days paid volunteer leave a year, as well as proudly supporting a lot of local events and charities.

Click here to view our full list of Rewards and Benefits

About us:

Thames Water is the UK’s largest water and wastewater company. We make a daily difference to millions of customers by supplying 2.7 billion litres of world-class water to around 10 million homes. 

As our world changes, the need to take care of our most precious resource is greater than ever, both locally and globally. That’s why, at Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open. We’re passionate about providing world-class tap water, now and for the future.

We’re also turning waste into power, self-generating 20% of the energy we use and, in turn, doing our bit for the planet. We’re reducing plastic waste by celebrating our tap water and rolling out an ambitious water fountain project. We’re using our voice to lobby for change and partnering with WaterAid to provide clean water to the world’s poorest communities.

Together, we’re building a better future for our customers, our region and our planet.

Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader, welcoming individuals from all walks of life and leading the way with an award-winning mental health and wellbeing strategy.