Service Design & Introduction Manager

  • Job Reference: R0047768
  • Date Posted: 22 January 2024
  • Employer: Centrica
  • Location: England
  • Salary: On Application
  • Bonus/Benefits: pension, bonus and benefits
  • Sector: Information Technology (IT)
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

Centrica are going through a fascinating period of change. We're evolving to become a truly purpose-led organisation, helping millions of customers to live more sustainably, simply, and affordably. We truly believe that we have a huge role to play in helping the nation to cut carbon emissions and prepare for a net zero future, and it's a role we are immensely proud of.

An opportunity to play your part

We have an exciting opportunity for a Service Design & Introduction Manager for transition management. You will ensure new, or significantly changed Services are designed to be fully operable, maintainable, and supportable at go-live and are smoothly transitioned to the production estate meeting the Operational Acceptance Criteria to minimise risk and impact to customers and the business. You will have an experience of supporting the delivery of complex and diverse DTS systems in a service-focused organisation.

Day to Day job

  • Facilitate Service requirements gathering and translation of business needs, and technical designs into fit for purpose Service solutions

  • Specify and validate key Service Non-Functional Requirements and ensure they are delivered by the solution or managed under a robust risk process

  • Creation of Service Design artefacts that encompass the impacts to people, products, processes, and partners

  • Define effective Operational Acceptance Criteria and ensure it is signed off and validated by key stakeholders

  • Work closely with relevant technical and service management teams to provide Service design and operability capability to projects

  • Represent Service and Operational interests in the early phases of any project or programme that potentially impacts Service

  • Maintenance and governance of Service standards and policies, ensuring changes are communicated to the appropriate audience

  • Ensure Services, assets, attributes, and configurations are recorded are recorded in the Configuration Management Database (CMDB)

  • Contribute to "Go/No-Go" decisions making recommendations based on delivery against the Operational Acceptance Criteria

  • Ensure Early Life Support is planned, managed by the project, and meets the required exit criteria to be accepted into BAU

Required Knowledge, Skills & Experience

  • Thorough understanding of the principles of Service Management

  • Knowledge of ITIL processes (ITIL4 Foundation qualification desired) and DevOps practices

  • Understanding of a range of project delivery methodologies and how Service Design & Introduction integrates with each

  • Broad technical expertise and the ability to apply functional knowledge to complex and diverse issues

  • Knowledge of managing performance with third parties or internal delivery teams within a service framework, including SLA, KPI and OLA management

Education and Certifications required to perform the role

  • Relevant professional experience and qualifications

  • Current ITIL Service Management Foundation qualified

  • ITIL Intermediate - Service Design or Service Transition / ITIL 4 Specialist: Create, Deliver & Support

Location: You can work in Windsor/home; we have people working all over the UK but also a range of office locations.

We are proud to be recognised as a disability-confident employer. Our customers come from a variety of different backgrounds, and so do we. We hire great people from all walks of life, not just because it's the right thing to do, but because it makes our company stronger. We will continue championing inclusivity while investing in our local communities to create a better, more sustainable world for everyone. We are incredibly proud to have been recognised by The Times for being one of the Top 50 Employers for Women.

Our people are the beating heart of our business. We are incredibly proud of our commitment to being FlexFirst. From childcare to furry friends, we listened to our people and understood that they work best when they are comfortable and have a flexible working model that suits their individual needs.

We have tailored our well-being & benefits package around our employees as follows:

  • Competitive salary and bonus potential

  • Employee Energy Allowance at 15% of the government price cap

  • Pension scheme

  • Company Funded Healthcare Plan

  • 25 days holiday allowance, plus public holidays, and the option to buy up to 5 additional days

  • Excellent range of flexible benefits, including technology vouchers, electric car lease scheme & travel insurance