Service Readiness Manager

Company Description

• Accountable for managing the delivery of Operational Service Readiness in support of technologies within the Core Network domain.
• Provides advice and support on operational requirements, assessments, and compliance of operational services for capabilities that are procured from partners, including
  • Development of local plans and integration into higher level / business plans.
  • Managing within budget constraints (all costs including resources).
  • Working alongside all other domain Service Readiness Managers to ensure an integrated E2E Ops Model and adherence to the E2E operational strategies and principles.
  • Ensuring effective transition into Target Operational model and steady state functions utilising Interim and strategic service model designs.
• Applies ITIL Service Strategy and Design approach to operational services and ensure interoperability across all Three's services.
• Accountable for the production and adherence to the Service Design framework to ensure effective set up and ongoing maintenance of:
  • Service Level Agreements (SLAs)
  • Service definition schedules
  • Operating Level Agreements (OLAs)
  • Security Compliance
  • Operation Support System (OSS) inputs
  • Service Catalogue
  • Configuration Management baseline
  • Service Support Manuals
  • Policy Management frameworks
• Drives partner and internal teams to exploit technology to deploy high automation and orchestration to improve joint performance
• Owns service acceptance criteria and ensure all risks are owned and mitigated to meet requirements and that partners and internal teams are ready to operate changes to the service when it has been deployed

Job Description

• Operational Delivery of Technology (30%)
• Service Acceptance/Readiness (30%)
• Managed Services Tendering (20%)
• Opex Management (10%)
• Service Operations Strategy (10%)
• Continual Service Improvement (Embedded)

Qualifications

• 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.
• Experience of managing service delivery in a multi partner/vendor environment
• Experience in driving interoperability across services with a consistent ITIL Service Strategy to Design defined to enable transition and Operate.
• Proven experience of driving operational excellence in an operational environment internally and across partner organisations
• The ability to bring thought leadership to their area, decompose problems, collaborate, deliver sound decision making and communicate effectively.
• 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
• Demonstrable experience of driving security compliance to agreed standards as part of technology delivery quality gate approach in order to protect customer and employee experience.
• Familiar with best practice Service Management frameworks and security controls (eg. ITIL, ISO27001)
• Demonstrable understanding of Operational process and utilisation of OSS to achieve effective end to end Service Management Design.
• Relevant experience of RFQ, RFP evaluation and contract definition in Service Management
• Experience of Service Design in Core Network-specific domain technologies.
• Have an awareness and understanding of the Technology & Operations vision and strategy.

Additional Information

• The salary range for this role starts at £59,120, the exact salary will differ by job and experience
• A car allowance, a performance based annual bonus & an additional 'flexible allowance' to spend on additional benefits, topping up your pension, or to be added to your salary.
• Hybrid working between your home (2-3 days a week) and our brand new Reading HQ office at Green Park (2-3 days a week)
• 28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service.
• Private Medical Insurance, Life Assurance and Income Protection.
• Free mobile phone package & unlimited sim-card
• Free on-site car parking
• Plus lots more including wellbeing and learning & development benefits!

Our people make us who we are. We're a diverse and inclusive bunch, and it's important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry on their role.

Excluding retail, core hours at Three are between 10:00 and 16:00, with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.]]>