IS Reliability Delivery Lead at UK Power Networks
Crawley, England, United Kingdom -
Full Time


Start Date

Immediate

Expiry Date

03 Nov, 25

Salary

51539.0

Posted On

03 Aug, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Servicenow, Test Management, Customer Satisfaction, Cyber Security, It, Software, Computer Science, Customer Service, Information Technology, Functionality

Industry

Information Technology/IT

Description

80929 - IS RELIABILITY DELIVERY LEAD

This IS Reliability Delivery Lead will report to the IS Operations Service Delivery Manager and will work within the Strategy, Regulation and Support Services directorate based in our Crawley office. You will be a permanent employee.
You will attract a salary of £51,539.00 and a bonus of 7.5%. This role can also offer blended working after probationary period (6 months) - 3 days in the office and 2 remote.

KNOWLEDGE, SKILLS AND QUALIFICATIONS:

Bachelor’s or Master’s Degree: Typically in Information Technology, Computer Science, Engineering or similar, or equivalent experience.
IT Service Delivery Experience: Over 5 years of experience working in IT support roles for customer-facing technologies.
Management Experience: Proven track record in managing teams & handling escalations.
Certifications: Advanced ITIL, Test Management, SIAM, Cyber Security, Customer Service
Experience of ServiceNow functionality
Experience of Testing tools functionality
Experience with IT systems, networks, & software.
Mentor, & develop a suppliers team.
Handle complex technical issues & escalations.
Ensure high-quality support & satisfaction.
Ability to develop & implement processes that embed organisational learning to improve customer satisfaction.

Process: For all your key IS capabilities

  • Ensure steps & activities are appropriately documented & that they represent participants behaviour, adjusting either behaviours or documentation as appropriate, with periodic review

Technology: For all your key IS capabilities

  • Ensure fit for purpose/use systems are in place & supported/maintained.
  • Establish, maintain & execute against a Technology Roadmap to improve the effectiveness/efficiency of your key IS capabilities

Information: For all your key IS capabilities

  • Establish a set of Measurements for your capabilities across IS which give good insight into performance & valuewith realistic targets to exceed users/business expectations.
  • Establish appropriate reporting & dashboards to make relevant KPI actual/target information available to the main decision makers in all your key IS capabilities across IS

Governance: For all your key IS capabilities

  • Establish/maintain a structure of meetings for your key decision makers that follow an agreed agenda to oversee the performance & business value of your key IS capabilities.
  • Ensure your key decision makers make informed decisions to manage/correct/improve/mature your key IS capabilities.
  • Business Valu
Responsibilities

JOB PURPOSE:

Assure that UKPN IT technology services are reliable to meet UKPN business needs, within the constraints of budget & risk appetite.

PRINCIPAL ACCOUNTABILITIES:

You will be responsible for both performance & business value of your important capabilities across all IS technology services, within the constraints of budget/risk appetite.

  • Performance

People: UKPN & 3rd party partner staff with responsibilities in your area

  • Foster an ethos of customer service with collaborative ways of working.
  • Ensure capability participants know what to do & how to do it.
  • Guide leaders to appoint staff with responsibility for key IS capabilities in their areas.
  • Give constructive feedback on leaders & staff performance to their line managers, with escalation as needed.

Process: For all your key IS capabilities

  • Ensure steps & activities are appropriately documented & that they represent participants behaviour, adjusting either behaviours or documentation as appropriate, with periodic review.

Technology: For all your key IS capabilities

  • Ensure fit for purpose/use systems are in place & supported/maintained.
  • Establish, maintain & execute against a Technology Roadmap to improve the effectiveness/efficiency of your key IS capabilities.

Information: For all your key IS capabilities

  • Establish a set of Measurements for your capabilities across IS which give good insight into performance & valuewith realistic targets to exceed users/business expectations.
  • Establish appropriate reporting & dashboards to make relevant KPI actual/target information available to the main decision makers in all your key IS capabilities across IS.

Governance: For all your key IS capabilities

  • Establish/maintain a structure of meetings for your key decision makers that follow an agreed agenda to oversee the performance & business value of your key IS capabilities.
  • Ensure your key decision makers make informed decisions to manage/correct/improve/mature your key IS capabilities.
  • Business Value

Quality: Instil trust & confidence in important partners about the quality of activities in your area

  • Establish/maintain appropriate quality standards (within UKPN & our suppliers) with specific consideration for legal & regulatory requirements.
  • Establish/maintain appropriate checking of adherence to these standards, with remediation.
  • Ensure important partners are made aware of the adequacy of your system of quality controls, the level of adherence to quality standards & remediation activities.

Speed: Instil trust & confidence in important partners about the speed of activities in your area

  • Establish/maintain appropriate experience/service level agreements (XLAs/SLAs) within UKPN & our suppliers that meet/exceed business & users expectations.
  • Ensure key stakeholders are made aware of the adequacy of your system of XLAs/SLAs, level of XLA/SLA achievement & remediation activities.

Value: Instil trust & confidence in important partners about the value (benefits/costs/resources/risks) of activities in your area

  • Establish/maintain appropriate benefits/costs/resources/risks KPIs & targets, with improvements.
  • Ensure important partners are made aware of the adequacy of your system of benefits/costs/resources/risks KPIs, level of achievement & improvement activities.

HEALTH & SAFETY RESPONSIBILITIES

Managers and supervisors carry both legal and company responsibilities for ensuring the health and safety of their employees, those under their control and those who might be affected by the work undertaken, i.e. public, visitors and employees of other organisations. This includes briefing individuals working for them and ensuring there is the necessary understanding, competence and application of requirements to work safely and without harming the environment.
Employees will ensure they understand the health and safety risks involved in their work activities and their responsibility to apply the controls needed to manage those risks to acceptable levels. Similarly where work activities can have an adverse impact upon the environment, and where there are legal requirements, employees will understand those impacts and the controls they must ensure are applied.
If in doubt ask!

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