You will be responsible for great service to our customers, both internal and external, by providing architectural leadership, governance, understanding and domain expertise in Service Management technologies and delivery of technology operations.
Through governing the scope, requirements analysis and business solution design and its impact to our ability to manage them as service. These could be for changes to structures, processes, business and technology operations, product and service offerings, policies and information systems. Ideally, you'll already have these skills and experience:
• Architectural and expert level subject matter knowledge of service management technologies and excellent service management provision in complex outsourced and hybrid environments
• Delivery of service management capability in multi-tiered and mixed cloud and traditionally delivered services
• Provision of roadmaps and lifecycle management for service management services and products
• Ability to lead multiple teams from multiple organisations and govern the delivery new capability in a coherent and effective way
• Work with multiple stakeholders to ensure the correct monitoring and telemetry is delivered to provide genuine insight and intelligence
• Ability to provide a comprehensive service design for systems provided and supported by multiple IT providers
• Ensuring existing technology is fully exploited and deliver the service management capabilities and tooling present in the current platform and beyond But it takes more than just skills and experience. You will:
• Own business engagement to understand underlying business needs, translating these into project scope, objectives and business goals
• Design and facilitate workshops to analyse, define and drive adherence to the organisation's architectural principle, challenging thinking and agreeing outcomes to ensure robust requirements and ensure a genuine impact assessment on the infrastructure and service management capability is completed and governed.
• Understand and articulate the impact of proposed solutions, creating accurate and detailed briefings defining business models incorporating process and benefit analysis, people and customer impact assessment on the service management platforms • Provide a link between the business units, development teams, customers and other potential third-party stakeholders
• Govern the technical delivery of new products and features, including customer testing and quality assurance