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Job ID Date Posted Location
19018W 07/12/2019 Maidenhead
Work Location Job Type Contract Type
Maidenhead Office (Star House) Professional Full-time
Hours Per Week Shift Pattern Closing Date
37.5 Standard Working 05/09/2019


The delivery of Services are at the heart of the new T&O Operating Model. 

Services are the vehicle for pulling together the required capabilities in each of the Centres of Excellence to ensure that any particular service is delivered to the agree Time, Cost & Quality. 

This role is accountable for delivering (operating and changing)  all the services end-to-end (from customer to back end, and at all points in the life cycle) in their area. They lead a team of Service Owners who are in turn each accountable for the performance of their service(s) and are measured by business outcomes.  

This role has budget accountability to ensure both the operation of that service as well as any change to it are delivered to the agreed Time, Cost & Quality Targets

The roles is accountable for ensuring that the structure and ways of working are fit to operate and develop their services and realize value. Their team is the main interface between Technology & Operations and the rest of Three.  

  • Facilitates open communication and discussion between stakeholders, developing and enhancing customer and stakeholder relationships. 
  • Uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management. Provides informed feedback to assess and promote understanding.   
  • Understands business needs, opportunities, value and impact and ensures that their portfolio of Services can capture and impact assess appropriate requirements.
  • Ensures that appropriate service levels are agreed between customers and technical teams. 
  • Ensures that service delivery is monitored effectively and ensures that identified actions to maintain or improve levels of service are implemented.   
  • Negotiates with relevant parties in respect of disruptions and major amendments to the provision of services.  
  • Directs the definition of the strategy to develop great services and directs the development of service roadmaps to ensure the portfolio of services aligns to business needs. 
  • Responds to demand across their portfolio of Services, identifies the resources required to address demand, and manages Service Owner headcount. Works with peers to ensure services are resourced appropriately, supporting investment and planning. 
  • Communicates performance and value of the services in their area.  
  • Provides reports and forecasts of spend on their services to support financial management and investment planning.

Role Fundamentals – Essential criteria  

  • Evidence of excellent stakeholder and relationship management. 
  • Evidence of delivering technical services through drawing and managing capabilities from a number of technical Centre’s of Excellence  
Level / Grade specific experience and knowledge  
Candidates at this level should demonstrate:  
  • Leadership and managerial experience at a senior level demonstrating strong stakeholder relationship management.   
  • The ability to bring thought leadership to their area, decompose problems, collaborate, deliver sound decision making and communicate effectively.  
  • Proven ability to develop, coach and motivate people, recognise gaps and build plans to develop capability. Experience in building empowered, trusted teams.   
  • Has clear experience of their domain with knowledge of technologies, frameworks and standards and how to successfully apply these, through improvement roadmaps, to drive incremental maturity improvements and outcomes.  
  • Understanding of marketing led / consumer brands and the importance of customer experience.  
  • An ability to work in a service orientated environment and the importance of this in product development. Will understand the end to end workings of our business and the impact of key trading and operational decisions  
  • Ability to advise on and support the creation of strategies and visions with a proven record of translating these into operational plans that maintain a people and customer experience focus.  
  • Ability to adapt plans to changing needs.  
  • A background on using insight and tracking performance to enable quality decision making, and will be able to articulate the benefits or drawbacks of such decisions  
  • Proven record of working in an ambiguous, fast paced delivery environment showing an ability to handle ambiguity and differing speeds of change.   
  • Comfortable with problem solving without knowing all the answers.  
  • Experience of working across multi domains to take a more enterprise wide view.  
  • Will have clear experience of working in a role managing complex operations and changes whilst being accountable for their budgets and value realisation.   
  • Will have solid financial acumen.  
  • Background of working in a heavily partnered environment where delivery success is highly reliant on the capabilities of our partners and our ability to support and deliver those outcomes together
Domain specific knowledge & experience – Desirable criteria
  • Experience of working in a Services model.
  • Experience of owning and managing a budget.
  • Experience of building and leading a team.

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