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Sector: Creative and Design
Role: Manager
Contract Type: Permanent
Hours: Full Time
About the role
Interviews are In-person at Bracknell Office.
At a glance
* Working pattern/flexible working: This is a hybrid working role, primarily split between working from home and the Bracknell Head Office. Expect to visit other locations as needed, such as our London Office or Supplier Offices.
* The Partnership has adopted a hybrid working approach, allowing a mixture of office and home-based work based on personal needs while balancing business needs. The Service Management Team is required to attend the Bracknell Office once a week and on an ad-hoc basis for key meetings.
* Contract type: Permanent
About the role
The Service Design & Transition Team is part of Technology and Transformation at the Partnership. The Service Design & Transition Lead will sit within the Service Assurance part of the broader Service Management Team, working alongside other Service Design & Transition Leads and our strategic external partners.
As the Service Design and Transition Lead, you will collaborate with other Service Design & Transition Leads, including our SIAM Partners and external vendors, maintaining third-party relationships. You will own and be accountable for all aspects of Service Design & Transition, including development, governance, compliance reporting, and continual improvement. The role requires ensuring the transition of delivery across Product Teams to a quality standard, establishing requirements and modeling for ongoing delivery.
Key responsibilities
* Oversee acceptance of changes into live service, ensuring all deliverables are met and risks are addressed.
* Ensure proposed solutions align with the Operating Model and service strategy.
* Develop and own Operational Working Agreements to define responsibilities, support outcomes, and communications.
* Define and manage Early Life Support (ELS) arrangements and activities, collaborating closely with Product & Platform Teams through a well-documented ELS process and support model.
* Architect and manage end-to-end service design and transition, ensuring a smooth service operating model.
* Ensure our strategic partners effectively manage the introduction of new services and changes.
* Maintain and ensure the accuracy of the Service Catalogue, reflecting the current IT landscape.
Essential Skills you'll need:
* Comprehensive knowledge of Service Design and Transition, with proven experience in this area.
* Significant experience in IT Service Management within Agile Product Teams.
* Comprehensive knowledge of ITIL, version 3 or version 4.
* Working knowledge of agile methodologies & DevSecOps frameworks.
* Experience in delivering Service Design & Transition Requirements and collaborating closely with Product/Project Managers & Business Stakeholders.
* Established expert with good commercial and operational acumen, demonstrating extensive knowledge and hands-on experience in building strong relationships, including with third parties.
* Intuitive leader with the ability to coach others and effectively facilitate stakeholder sessions.
* Proven ability to thrive in high-pressure, fast-paced environments, with exceptional problem-solving abilities, strong analytical thinking, and meticulous attention to detail.
* Demonstrated ability to collaborate and communicate clearly, both formally and informally, with all partners and customers.
Desirable Skills
* Experience in a SIAM environment.
* Working knowledge of Agile methodologies (e.g., SCRUM/Kanban).
* Experience in the retail sector.
* Familiarity with Atlassian Tool Set (Jira/Confluence) and Service Now.
Next Steps:
* The application form consists of a CV upload, followed by application questions. Please save the application questions to a Google doc before entering them on Workday.
* Visit this link to understand more about the application and hiring process.
* Internal applicants: Copy and paste this link into your browser to view the job outline - R-156832 Service Design & Transition Lead.
* You'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.
* Please note: we sometimes close vacancies early in the event of a large response, so we recommend you apply as early as possible.
Benefits of the Partnership and the role:
* Hybrid Working.
* 25 days holiday plus public and bank holidays (prorated for part-time hours).
* Excellent work-life balance, including focus on well-being and flexible working.
* Defined Contribution pension scheme with matched contributions (up to 8% of pay) and additional Partnership contribution after three years.
* Partnership discount in store and online after completing your Earning Membership period.
* Cycle to work support scheme.
* Access to exclusive hotels after three months of service.
* Health Care cover.
* Learn more about our extensive range of exciting benefits here.
About The Partnership
We're the largest employee-owned business in the UK and home of our cherished brands, John Lewis and Waitrose. We are driven by our purpose to build a happier world and focus on being brilliant at retail.
As Partners, we all share the responsibility of ownership and its rewards, working together through good and challenging times, treating everyone with kindness and respect.
We embrace our differences and create an environment where we can thrive, growing individually and collectively.
Important points to note:
Some roles are subject to pre-employment vetting. If required, you'll learn more about vetting throughout the recruitment process. We recommend applying as soon as possible, as vacancies can close early with a high number of applicants.
We support flexible working arrangements, which might include flexible hours, job sharing, or shorter hour contracts. Please discuss this further with the hiring manager during your interview.
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