Service Strategy and Design Lead

at  Transport for London

Organisation - Customers, Communication and Technology
Job - Technology Service Operations
Position Type - Full Time

KEY ACCOUNTABILITIES

• Accountable for the successful Service Transition through Project Gates via matrix managing a multi-skilled team of people
• Transferring accepted Project into Production Risks & Problems with all required variables, recorded in relevant registers & gaining acceptance from Stakeholders via agreed Project RACI
• Team Contributor to Early Life Support Plans
• Ensure transfer of Opex budget for Lifecyle Management has occurred & confirmed by Production Teams via agreed Project RACI.
• Ensure transfer of Assets & Asset Information (e.g. demand, capacity, licence management, service lifecycle management, cost of services etc.) into Production for Life Cycle Management has occurred and agreed by Production Teams via agreed Project RACI
• Ensure Intellectual Property Rights (IPR) related artefacts have been accepted by assigned IPR resource via agreed Project RACI.
• Work with the Service Design Leads to agree the Service Acceptance Criteria and tracking deliverables from the Service Design team
• Own and maintain the Service Acceptance Criteria during the transition of the project to operations.
• Contribute to team meetings and reports on the progress and efficiency, including any risks for project transition work.
• Collaborate with & gain acceptance from Service Management Teams and Resolver groups for them to take on responsibility of managing services in Production during the relevant Gate of the Project Lifecycle. Attending and facilitating meetings between Project Managers, Product Managers, other Service Performance Managers to track transition progress against the Service Acceptance Criteria
• Provision of Service information from Projects to Production Management Service Performance Management in order for Service Models, Knowledge Base Articles, Service Information entries in Service Management Toolsets, Service Restorations on a Page & any other relevant Service Deliverables to be updated / created.
• Regular reporting of Service Transition status’ of assigned Projects to include the benefits of the Project being delivered for customers / users along with highlights & areas of improvement that can be applied to existing / future projects. Actively participate in Continuous Service Improvement.

SKILLS

• Proven ability to influence at management levels
• Proven ability to manage interactions between suppliers, internal teams and customers to reliably deliver quality technology Service Transition within large-scale, complex operating environments.
• Proven analytical skills to interpret complex data and make or influence appropriate business decisions based on this analysis
• Motivating and leading others towards achievement

KNOWLEDGE

• Preferred - Bachelor’s or master’s degree in Computer Science, Information Systems, or other related discipline (or corresponding professional experience)
• ITIL Service Management certification at Foundation Level or higher
• Broad knowledge of software development, DevOps & Project Management methodologies (including Prince2, PMM, PMI)
• Knowledge of cloud computing service models, such as SaaS, PaaS, IaaS.
• Knowledge IT applications in public transportation and its business environment & Knowledge of ITSM Tools.
• Desired - Financial processes (including project authorisation)
• Commercial management best practice to ensure effective supply chain arrangements to deliver value, quality and reliability.
• Knowledge of effective communication techniques.

EXPERIENCE

• Extensive experience of technology and data services in a complex, multi-site organisation, preferably in the public sector
• Demonstrable experience of interacting and negotiating at Head of level, both internally and with third parties
• Demonstrable experience of negotiating, delivering and managing deliverables within a complex service
• Substantial experience of relationship management and account management
• Demonstrable success in continual process improvement for technology services
• Broad knowledge of Technology and Data Services.

APPLICATION PROCESS

The closing date for this advert is Monday 26th August 2024 at 23.59
Please apply supplying both your CV and a covering letter preferably in “.docx” format. Both documents should be A4, in Arial 12 font, and a maximum of 2 pages per document.
Please think carefully about the skills, knowledge and experience outlined in the job description and ensure your submission reflects the requirements of the role you are applying for.

The Service Performance Manager role involves the management of the delivery of the Services & Service Transition within a specific portfolio in the Service Tower. Due to the high demand on resource from projects and large number of planned changes, this role will focus on leading the Service Transition into Operations. This is a multi-disciplined role working along side our performance and design colleagues, as such will appeal to those looking to expand their skill set in either function.
This role will be responsible for leading the Service Transition activities for the introduction of new / changed services into Production ensuring compliance to Project Controls gateway process, T&D Standards and requirements, Contractual expectations & managing stakeholders expectations for successful Service Management.