Brief Description
The railway has seen nearly 200 years of technology and innovation that has transformed how we provide services to passengers and freight customers. Technology is continuing to transform the railway industry. Imagine an exciting environment where Digital, Data, and Technology (DDaT) are not just buzzwords but the driving force behind every operation, every decision, and every solution.
As part of the DDaT directorate, you have a unique opportunity to enable our customers and industry partner with modern and transformative technology.From the day-to-day IT operations that keeps a national railway running, to the extensive delivery programmes that our helping to reshape the railway – we are at the forefront of all of it. We operate with a talented and passionate workforce, fostering empowered individuals and teams who understand that technology is not just a tool – it's the catalyst for progress, especially in an ever-demanding industry where change is a constant.
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About the role (External)
To manage the Service Design & Transition element of Projects & Programs introducing new or changed Services into live operation and retiring old services. Matching the nonfunctional requirements with the ITSS Operating model and the Service Catalogue.
Key Accountabilities
1. Be the single point of contact for the project on matters regarding support.
2. Advise the project and support stakeholders of any deviations from technology and support strategy, standards, and policies.
3. Translate the non-functional requirements into a practical support model.
4. Facilitate the delivery of all agreed Service Acceptance Criteria including operational expenditure budget.
5. Create and publish agreed service artefacts such as (but not confined to) Service Definition, Service Level Agreement and Service Catalogue entry.
6. Chair any necessary meetings between the project and support stakeholders (internal and external) and provide regular progress updates to all support stakeholders.
7. Communicate any risks and issues affecting the support organisation to the Project Manager and log them in the Network Rail risk register.
8. Manage the Early Life Support period and facilitate a graceful handover to the operational support owners.
Job Skills, Experience & Qualifications
Do you have the following skills and experience?
Essential
9. Proven experience in Service Management.
10. This role is aligned to the ITIL framework, therefore ITIL v3 Foundation
11. ITIL v3 qualified to Service Design & Transition Lifecycle/Capabilities (Intermediate Level) or equivalent experience
12. Good stakeholder management skills and experience.
13. Good understanding & experience of using service management tools
14. Good communicator across all levels
Desirable
15. Demonstrates a good working knowledge of management structures and reporting procedure
16. Understanding of risk management
17. Formal Project and Programme Management qualifications such as APM, PRINCE2 and MSP or equivalent experience