About the Role 

Somewhere between the SAP S/4HANA environment, Salesforce, the Retriever field mobility app, the smart metering head end and gateway services, and a dozen other systems that all need to talk to each other, sits the job of making sure it actually works, every day, for everyone who depends on it. As we transition to a standalone PLUS ES, we’re bringing dedicated ownership of this capability into the business for the first time.

This is a build role before it is a run role. You will define the target operating model across this estate, stand up service desk, end user computing, application support, infrastructure operations, cyber security operations and major incident management through a hybrid model of internal teams and outsourced providers, and build the operational readiness this organisation needs to stand on its own. You will source and hold providers to the outcomes you negotiated, not the reports they hand you, all while working through a defined transition arrangement where systems and support are still shared with a former parent. Platform specialist teams stay accountable for their own platforms. Your job is to set the standards and governance that make the whole estate reliable, cost-effective and auditable, and to build systems for purpose rather than simply keep the lights on. 

Reporting to the Chief Information Officer, you will be the person the business turns to when something breaks across provider lines, and the person the Board looks to for a straight answer on cost, risk and readiness. 

Key Responsibilities 

• Define the target service model and lead the sourcing, negotiation and contracting of managed service and service integration providers.  
• Establish the retained operational capability across service desk, end user computing, application support, infrastructure operations, cyber security operations and major incident management, through a hybrid internal and outsourced delivery model.  
• Own technology operations readiness for the standalone operating model, including ITSM, service catalogue, CMDB, support boundaries, transition planning and service acceptance.  
• Act as the single point of accountability for technology service outcomes across providers and platforms, including SAP S/4HANA, Salesforce, Retriever, Azure, Microsoft 365, the Enterprise Data Platform and integration services.  
• Establish and operate the service level framework, independently validating provider performance.  
• Own the technology run budget, including forecasting, consumption management and cost optimisation.  
• Build and lead a technology operations team through significant capability change. 
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