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 Owners and agile teams to integrate service management stories into product backlogs to continuously improve enterprise service reliability. 

The Service Lead is also responsible for service quality and improvement and works in collaboration with the Senior Service Leads and EDF Partner Value chain to ensure all services are being delivered by our strategic Partners and any issues are addressed formally, and where appropriate, contractually managed and in leading and developing our management insight and reporting.

You will ensure good service management and service reliability practice across change and release automation with ‘just enough’ control, and that operational deployments to customers are ‘right first time’. The role is also responsible for managing product interdependencies and product asset data quality as part of the integrated agile service management and automation regime. 

You will also lead these activities across a small number of similar products within an agile release train.

Pay, benefits and culture...

In addition to a starting salary of £42,000 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…

Service Architect - Support the Value Stream Lead in the management and review of service reliability, service management and asset data, artefacts, reports, documents and articles to ensure knowledge and intellectual property is captured for the release trains in their scope. Consistently incorporating service design, service reliability and service automation into product backlog items down to a story and acceptance criteria level of detail. They will define Service Hygiene Standards and Guardrails for each new initiative, epic or feature.  Ensure the Service criteria for each Agile Release Train and the Product Teams “Definition of Ready and Definition of Done” is evidenced and completed within Jira work items with any service integration requirements for an Epic having been identified with work items and/or acceptance criteria defined.

Quality & Improvement Analysts -  Assists with the holistic management and monitoring of our strategic sourcing partners to ensure all contractual obligations are managed and optimised, identifying risks and escalating issues as required. They will lead the quality, improvement and assurance activity of our strategic sourcing partners to ensure 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.

Management Insight & Reporting - Working within the agreed boundaries of the EIT Management Information Principles, lead the development and production of the Management Insight report. Working across the wider SI&O team and EIT teams, this role will lead the production, collation and maturity of our data points to enable us to produce storyboards to enable us make better informed decisions, enact change as part of our findings, demonstrate our value to the Business units and get the best from our Partners.

What we’re looking for…

• 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. 
• Excellent interpersonal and communication skills including influencing, negotiating, verbal, written and presentation skills (especially when face-to-face with internal stakeholders); ability to interact and influence with key peer stakeholders, product teams and release trains. 
• Strong knowledge of Scaled Agile & Scrum frameworks, ITSM, test and behaviour driven development, regression and performance testing, continuous deployment, service reliability and continuous improvement.