Senior Service Lead

As the Senior Service Lead you will be responsible for service design, service reliability and service automation and works in collaboration with Enterprise Product Managers, Enterprise Product Owners, multiple partners, multiple customer representatives and multiple agile teams to integrate service management best practice into platform backlogs to establish and continuously improve service reliability across enterprise wide strategic platforms. 
The Senior Service Lead is also responsible for Partner Performance Management, providing holistic management and monitoring of our strategic sourcing partners to ensure all contractual obligations are managed and optimised, coordinating, leading and conducting partner performance reviews, identifying risks and escalating issues as required.
You will assure service management and service reliability practice across change and release automation with ‘just enough’ control, and that complex operational deployments to customers are ‘right first time’. The role is also responsible for managing domain interdependencies and platform asset data quality as part of the integrated agile service management and automation regime.

You will lead these activities across a small number of agile release trains that support a platform of several interrelated enterprise wide and strategic products and ensures proper operational rigour, service reliability and agile service management best practice across that scope. 
When required, you will manage the policies and processes across asset, configuration and change management. As required the role will lead the development of initiatives to support SIAM intelligent operations, reporting and analytics. 

Pay, benefits and culture...

In addition to a starting salary of £47,000 we offer a market-leading company pension scheme, paid holidays with ability to buy additional holiday and a range of flexible benefits, such as: a company incentive bonus plan, health cover, cycle to work scheme, electric vehicle scheme, gym membership, discounts and employee pricing.  

We support you to work flexibly from home (providing a suite of IT equipment), whilst coming together on site to offer face to face support and collaboration when necessary. You’ll be mostly working from home however, you may be asked to meet up with the team once a month at our office in Gloucester.

At EDF, everyone’s welcome. We strive to create an inclusive and diverse environment where everyone has a voice and where you feel confident being yourself.  We’re committed to equality, diversity, inclusion. We’d like our future workforce to have an equal gender balance, represent a broad mix of people from minority ethnic backgrounds, LGBTQ+, those with a disability and supporting social mobility.  

We’re an equal opportunity and disability confident employer. If you feel comfortable sharing with us that you have a disability, you meet the minimum criteria for the role, we will guarantee you an interview.

We’ll value the difference you bring and give you opportunities to thrive and succeed and to feel you belong. 

The opportunity…

Partner Performance Management - Provide holistic management and monitoring of our strategic sourcing partners to ensure all contractual obligations are managed and optimised. Lead service level and service performance reviews, engaging with and bringing together all elements of the EDF Partner Value Chain to ensure all services are being delivered and any issues are addressed formally, and where appropriate, contractually managed. Define and lead the quality control and assurance of our strategic sourcing partners to ensure a that our supplier management reporting and data accurately reflects the services being delivered to EDF Energy. Instil a “right first-time mentality”, to ensure that our strategic sourcing partners provide the best possible product or service to EDF.

Operational Value Stream Management - To provide governance management and oversight and to drive the maturity of the Operational Value Streams, i.e. those activities that are performed outside of the EIT Product Teams, that are traditionally supported by our Partner Teams. Drive the identification of opportunities to deliver service improvements consistently across the End User Facing Teams. Solicit and enact upon service feedback, both from our support teams and end users, ensuring that the Customer Experience is at the forefront of what we deliver. Provide continuous improvement feedback into the Value Streams and ensure priority is given to issues impacting service. 

Customer Service \ Experience Manager - The Customer Service Manager will drive improvements in the Customer Experience (CX), they will input Business opportunities\requests into the Intake Management processes of the various Value Streams. They will provide the true “Voice of the Customer” engaging and soliciting feedback from Key Business stakeholders to ensure their requirements are known and met. Inputting into Value Stream prioritisation setting sessions and can mediate across Business stakeholders where applicable. Responsible for asking the question, “What does the service delivery feel like?”
They will be the main point of contact for their specific Business Unit, acting as an escalation point for the ownership of escalations of any service related issues, develop, initiate and facilitate the Business Unit Account review meetings and will own the development and introduction of new service metrics. 

Senior Service Architect - Lead the adoption of best practice agile service design, service reliability and service automation across the EIT release trains. Ensures Enterprise Product Managers, Enterprise Product Owners, multiple partners and multiple agile teams are consistently incorporating and continuously improving service design, service reliability and service automation into platform backlogs. Target maturity for each Value Stream and underpin with Service Principles and Service metrics. They will define the service metrics to cover the service health, reliability, vulnerability and resilience of both Development and Operations, through a combination of DORA and traditional ITIL metrics to mature the overall delivery. They will work within the respective Value Stream and collaborating with Enterprise Product Owners, Senior Scrum Masters and agile teams, internal and partner stakeholders and resources to ensure resolution and service restoration to ensure any Incidents are resolved and addressed with appropriate lessons learnt. Ensure any follow up activity is prioritised as part of a Problem investigation and ensure all Change is introduced successfully.

What we’re looking for…

• Demonstrable experience in the design, setup and management of an agile-enabled IT service management function 
• Experience of working with senior stakeholders including Heads of Functions, Release Train Programme Managers, Enterprise Product Managers and Enterprise Architects 
• Strong coaching, influencing and people management skills, relationship building, influencing work style developed through management of a diverse corporate function’s workforce. 
• Demonstrable experience of a range of assurance methods to gain confidence in service support: such as QA, audits, inspections or other reporting approaches; through knowledge of quality assurance and quality control procedures and standards. 
• Demonstrable experience in in the execution of agile service management and delivering IT & technology services to a diverse set of end-users / customers 
• Experience in delivering IT services to users working from home, groups of users and those geographically dispersed 
• Practical experience in working collaboratively with a range of external vendors, partners and service providers across the telecommunications, software and technology spectrum in delivering reliable IT services 
• Demonstrable record of accomplishment of delivering IT service performance improvements, optimisation and transformation in an IT service environment with a passion for service excellence and customer service. 
• Up-to-date knowledge of current trends and best practices in service management including DevOps Service Management, Agile Service Management, ITIL, etc.