Service Introduction Manager

Date: 02-May-2019

Location: Chesterfield, GB, S49 1HQ

Company: Royal Mail Group

Job reference number 105150

Service Introduction Manager

Full time

Permanent

Rowland Hill House

 

Not many companies can say they’ve been around for 500 years and were founded by Henry VIII, but we can. Royal Mail is the UK’s designated Universal Postal Service Provider, supporting customers, businesses and communities around the country. We are the only postal company to provide a one-price-goes-anywhere, six days a week service to more than 29 million addresses across the UK.

 

It is an exciting time to join Royal Mail. We’re a FTSE 250 company, we generated revenue of £10.2 billion in 2017-18. On top of this, we have recently undertaken an extensive review and transformation of the Technology function, one of the largest IT transformation programmes across the UK. With this transformation now complete, there is significant potential for growth and success.

 

Digital is now at the heart of our business and drives our vision of enabling smarter working - from Front Line colleagues through to Head Office. At the same time we strive to deliver innovative products and services through a world class customer experience.

 

Job Purpose:

The Service Introduction Manager represents the Service Delivery function in the Project Delivery Framework Lifecycle, for the introduction of new or modified IT services into production.

 

Key Accountabilities:

  • Manage a portfolio of complex or major projects on behalf of Service Delivery through the Service introduction Process
  • Verify the information captured within the PDF Deliverables is accurate and sufficiently detailed. Ensure the correct level due diligence has taken place to deliver and support the new or modified IT Service
  • Populate and maintain the Book of Work, RAID logs and KPI stats, for all projects, documenting gating conditions and project progress throughout the PDF lifecycle
  • Verify the documentation within the Service Introduction process adheres to the Service Planning standards set by Policies, Methods and Governance
  • Identify all risks and issues that could have an impact on implementation or service performance.  Facilitate discussion and mitigation activities
  • Ensure that project funding incorporates recurring costs and that changes to each element of service are completely covered by budgetary planning
  • Ensure that the Change Management team receive timely information as to the scheduled release of new or amended IT Services. Agree the success criteria and monitor results
  • Verify the business calendar for each new service is correct and ensure the Change Management team are aware of (and agree) key dates
  • Ensure the ‘implementation and transition to BAU’ plans for new services are agreed and communicated to key stakeholders within Service Delivery. Support the relevant Service Manager with preparation for transition to BAU
  • Based on all known information support the project team to forecast the demand for all new or amended services for the first 2-4 years of going live
  • Provide RAG status, KPI statistics, project risks & issues and ad hoc reports to the Service Management team for IT Gating and Management reviews.

 

Reports to: Senior Service Introduction Manager

 

Key dimensions:

  • Delivering key components for the service introduction processes.
  • Wide understanding of  IT, IS and IT Service delivery, obtained in a large scale, multi-vendor support organisation

 

Key competencies:

  • Have strong analytical capabilities and excellent communication skills
  • Have significant experience with the service introduction processes
  • Must be able to work with the technical staff from the Suppliers on a day-day basis.

We are an inclusive employer with equality, diversity and fairness at the heart of our values.  We welcome applications from individuals from all different backgrounds and are committed to promoting fair participation and equality of opportunity for all of our job applicants.

 

 

For more information on Royal Mail Group and our Values please click on the link (http://www.royalmailgroup.com/our-people).

 

Closing Date: 10/06/2019. Please note, this advert may close early if the appropriate number of applications has been reached.

 


Job Segment: Service Manager, Manager, Change Management, Customer Service, Management

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