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Job ID Date Posted Location
19018X 07/15/2019 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 N/A

At Three, our goal is to be the best loved brand by our people and customers by 2021 by being Customer Driven, Agile and Collaborative in the way we work. To enable this, our Tech and Ops Transformation will help to ensure end-to-end ownership and clear accountabilities, as well as our competitiveness as a business through our Centres of Excellence.

Providing an excellent service and being a brand that prides itself on our relationship with customers we are always looking to continually improve our services. This is an exciting time of transformation and change for our organisation and this opportunity will see you help shape our service-based approach and processes.

We are looking for a Service Roadmap Analyst to devise and help shape the service strategy and the customer experience by defining and managing the service framework, processes, reports and methodologies whilst looking at continuous improvement of Service against best practice frameworks ITIL methodologies.  

Working closely with Service Owners who have accountability for day to day running of operations.  You will be responsible for analysis, gathering insight and information and be the voice of the customer when shaping and defining the service roadmap.  

This is a fantastic opportunity to be part of our new operating model, supporting with the setting up and maturing of our new centre of excellence. You’ll be accountable for the performance of a service, shaping the experience of that service, and touch points for our customers.

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. 

Accountable for defining and managing frameworks, processes, reports and methodologies to enable continuous service improvement across the services in their Centre of Excellence. 

Manages a catalogue of standard requests to operate or develop Services. 


Defines the service strategy to ensure the portfolio of services is managed consistently and appropriately, in alignment with business needs and technical direction. 

Supports the development of service roadmaps to ensure consistency and alignment across Service portfolios. 

Role Fundamentals – Essential criteria  

  • Experience of collaborating with senior stakeholders to forecast and plan changes across a portfolio of Products and Services 
  • Experience of articulating changes as intended Business Outcomes, and aggregating different sources of information in to a coherent view. 
All candidates at this level should demonstrate:  
  • Experience of working with and influencing various levels of management, building relationships and influence across teams and a wider community of other leaders and managers. A clear communicator.
  • Ability to lead, make decisions, problem solve and work within teams. Can demonstrate flexibility and agility to move between role types within teams. 
  • Will have clear subject matter experience of their area (both technical and commercial) and ability to connect and work across multiple domains. 
  • Can demonstrate knowledge of their area articulated through key operating elements of people, process and technology. 
  • Ability to contribute to the development of strategies (and/or service strategies) within their area and understand the importance of the customer experience and how this can be affected by service impacts  
  • Will have a high level, broad end to end understanding of our business and it’s operational performance and be able to demonstrate knowledge of working in a service orientated environment 
  • Will be passionate about the use of data and insight to make informed decisions, solve problems and input to operational and strategic plans.
  • Can demonstrate the ability to gather, analyse and present information in business terms for management and leadership consumption.
  • Ability to work in a fast paced changing environment that shows flexibility, resiliency, self-awareness and ability to support other team members 
  • Will have experience of working directly with partners to successfully deliver outcomes and will demonstrate an awareness of partner contracts. 
Domain specific knowledge & experience – Desirable criteria  
  • Experience of working on strategies. 
  • Knowledge of ITIL and Service Strategy 

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