Service Design and Introduction Manager

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Overview

We're Kingfisher, A team made up of over 82,000 passionate people who bring Kingfisher - and all our other brands: B&Q, Screwfix, Brico Depot, Castorama and Koctas - to life. That's right, we're big, but we have ambitions to become even bigger and even better. We want to become the leading home improvement company and grow the largest community of home improvers in the world. And that's where you come in.

At Kingfisher our customers come from all walks of life, and so do we. We want to ensure that all colleagues, future colleagues, and applicants to Kingfisher are treated equally regardless of age, gender, marital or civil partnership status, colour, ethnic or national origin, culture, religious belief, philosophical belief, political opinion, disability, gender identity, gender expression or sexual orientation.

We are open to flexible and agile working. Therefore, we offer colleagues a blend of working from home and our office based in Southampton. Talk to us about how we can best support you!

What's the job?

This role is responsible for leading and ensuring the service design & introduction process is carried out for any new or changing services being delivered into Kingfisher. This is achieved through planning and communication activities and involves working closely with projects and all areas of Group Technology

• Total accountability for Service Design of projects assigned to individual.
• Total accountability to introduce assigned services into production, through Warranty Support until signed off as business as usual.
• Ensure Service Management and support processes are adopted so that the new or changed IT service operates appropriately and is fully supportable.
• Ensure continued understanding and awareness of service objectives within the project community, working closely with, and gaining trust, across all service and operational teams within Kingfisher.
• Manage adherence to the Service Design & Introduction process when Service Design & Introduction team is not assigned.
• Ensure all individuals involved with planning, project, and change activities are aware of their roles and responsibilities within Service Design & Introduction Process.
• Be a subject matter expert for Service Design and Introduction best practices.
• At task level, manage contractors and analysts assigned to projects.

Challenge senior stakeholders (Heads of and Director level) where unacceptable business/service risks are being proposed.

What you'll bring

• Proven experience in Service Management
• Desired ITIL Foundation, Service Design and Service Transition qualified
• Have the ability, experience and depth of knowledge where AGILE project management methodology is used.
• Experience of working in complex, large scale, technology environments where IT projects are diverse in size, complexity and budgets.
• Ability to understand stakeholder requirements and correctly identify the service levels, urgency, impact, and priority of those requirements.
• Strong verbal and written communication skills at all organisational levels.
• Essential strong influencing and relationship building skills with stakeholders across IT, the business and external suppliers.
• Proven ability of working to challenging timescales.
• Broad knowledge of how IT services support the business through experience of working in retail, IT, or similar environment.

Values & Behaviours:

• Proactively drive service improvements.
• Strives to make improvements by challenging existing thinking.
• Builds productive working relationships across teams.
• Communicates effectively and flexes styles to influence colleagues.
• Balances resources and energy on business priorities.
• Strong planning and prioritisation skills.

At Kingfisher, we value the perspectives that any new team members bring, and we want to hear from you. We encourage you to apply for one of our roles even if you do not feel you meet 100% of the requirements.

In return, we offer an inclusive environment, where what you can achieve is limited only by your imagination! We encourage new ideas, actively support experimentation, and strive to build an environment where everyone can be their best self. Find out more about Diversity & Inclusion at Kingfisher here!

We also offer a competitive benefits package and plenty of opportunities to stretch and grow your career.

Interested? Great, apply now and help us to Power the Possible.
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