Service Introduction Lead

16 Jul 2019
05 Aug 2019
Clearance Level
None / Undisclosed
Job Type
The Bank of England is the UK's central bank. Our mission is to deliver monetary and financial stability for the British people.

The Bank of England is a diverse organisation. Each of its 4,000 people are committed to public service and dedicated to promoting the good of the people of the United Kingdom by maintaining monetary and financial stability.

Work for an organisation steeped in history with a front row seat for the digitalisation of the financial sector, and the rise of rise of fintech and regtech. A core organisational strength, with our people at our centre, Technology enable the Bank of England to deliver its mission by providing a hugely diverse set of technical solutions and platforms. From supporting critical systems which underpin the UK economy, to evolving data analytics, reinventing our online presence, and introducing a fully digital workplace. Be part of a team that's constantly evolving, just like our industry.

We take pride in our people, with backgrounds and experiences as diverse as the solutions they provide. You'll enjoy flexible working opportunities, a strong sense of community and well-being, and a collective mission to promote the good of the people of the UK. All of which add up to make the Bank a hugely rewarding place to work.

Department Overview
The Technology Service Transition team consists of 5 teams responsible for IT Change Management, Service Design & Introduction and Service Asset and Configuration Management, IT Service Continuity Management and Project Comms & Training.

Service Transition ensures that new or modified services meet pre-defined non-functional requirements, that Service Transition plays a key role in defining, and is therefore introduced into Operations fit for purpose with appropriate support models in place.

Job description
The Service Design & Introduction role represents the Bank's Technology Division and is responsible for ensuring all IT Services delivered through projects (Major \ Minor) are built \ introduced in a safe \ supportable way. Through matrix mgnt / senior mgmt. influence and industry level delivery experience, it ensures that IT Services are fit for purpose and fit for use enabling the Bank to perform is core purposes.

They work closely with project teams to apply methodical excellence whilst applying their extensive knowledge of Service Management.
The Service Design & Introduction Lead is concerned with all aspects of the Service and ensures that effective service readiness and operational acceptance has been undertaken to ensure that the Service is supportable upon go live.

This is a governance and quality role that involves engaging and managing stakeholders at all levels and leading the decision-making process.
Key influencer on decisions on whether new services are fit to introduce in to operation or what remediation is required to achieve readiness.
Requires a wide range of understanding of Service organisation, functions and processes (such as ITIL) to be able to identify risks and issues.

Strong ITIL awareness and understanding.

Role Requirements

Detailed Description

This is a varied role that works across multiple Technology and Business directorates.

The Service Design Introduction Lead will own, lead and govern the Service acceptance work stream of multiple Projects. Matrix Management of virtual teams to ensure Service Delivery. From Project inception through to Warranty. Ensuring projects being designed for Service from the start.

You'll help drive a Service First approach, by Governing the Project Deliverables and leading on the Service artefacts, and ensuring the project is integrated with Service Processes.

You'll help promote the SD&I function by being the recognized Service Design & Introduction representative at IT control groups and Boards.

You will be required to prepare, lead and govern service acceptance and operational readiness throughout the project life-cycle. Using effective judgment when to call out to senior management and project boards. Whilst ensuring compliance to the Service Design & Introduction, making certain that all tasks, resources, risks and issues impacting the new/existing production service and the Bank are correctly assessed, planned, owned and led.

As part of Service Acceptance you are ensuring that Technology have the relevant skills and knowledge to support new Technology projects from Service Design & Introduction

This role will provide a great opportunity for you to input into improvements and efficiencies of the process by owning and driving CSI initiatives. You will be required to Identify and implement continuous improvement; by actively seeking out opportunities for enhancements and improvement to existing / new methodologies for Service Design & Introduction. We will identify stretch and development tasks, which will contribute to enhancing your profile throughout Technology, the Programme Office and business while broadening your knowledge and experience.

You will be encouraged to actively seek involvement with initiatives, outside of the day to day role, playing an active part in promoting the Bank's values.

The key responsibilities are:

•To ensure a consistent and seamless approach to Service Introduction across the Bank's Project Change Portfolio.

•A Key decision-making role when introducing new services - gatekeeper that protects the smooth running of IT systems and services that enable the bank to go about its daily business.

•Create a clear feedback loop to senior Service management so they are kept up to date with program progress so they can actively influence key program outcomes.

•Ensure that the programme approach is aligned with the broader Service Introduction process

•To ensure all support functions are aware, prepared and capable of supporting any new services deployed;

•To be a member of multiple project teams

•To lead multiple Service Acceptance teams, that are made up of Support Leads, Service Managers, Project Managers, technical engineers, business representatives and third parties

•Lead and govern Service Design & Introduction deliverables inclusive of; the Service Acceptance Criteria, end to end Service Support Models, Warranty and Early Life Support Post Go Live ensuring the service meets the requirements of the Bank in respect of readiness and support.

•Coordinating reviews of service management processes to ensure new Service can integrate, documenting any changes and supporting the transition of change.

•To ensure project teams understand all Service Introduction requirements;

•You will identify all Service related risks and issues and ensure they are handled appropriately ;

•Present Service related risks to IT Control Groups and Boards.

•To develop and agree new or changed support models

•To utilize strong stakeholder management at all levels; managing relationships with business and IT contacts; influencing others to achieve positive outcomes

•Ensure Operational readiness by facilitating required workshops

•To work in close partnership with the Testing function to ensure Operational Acceptance Testing evidences full operability of the new Service.

Minimum Essential Criteria

•ITIL V3 Foundation qualification (Pre-requisite).

•Experience of Project Lifecycle.

•Experience of understanding Non-Functional Requirements and Service Design.

•Capable of understanding technical solutions.

•Experience of identifying Service based risks and issues.

•Experience of holding Service Design & Introduction Kick off Meeting's, Service Readiness Reviews and final Acceptance Meetings.

•Experience of compiling Service Management documentation.

•Experience of leading Service Acceptance Criteria.

•Experience of Process modelling and documentation.

•Experience of leading Warranty including Early Life Support Post Go Live ensuring the service meets the requirements of the business in respect of Support.

•2-3 years of negotiating Support Model Agreements, ensuring all components of a service has the appropriate level of ownership.

Desirable Criteria

•ITIL V3 Lifecycle qualification in Service Transition

•ITIL V3 Lifecycle qualification in Service Design.

•2 - 3 years Demonstrable of implementing Project developments into LIVE within a Prince2 and ITIL environment.

•Experience of devising service reports

As a unique institution, we have a reward package which sets us apart from other organisations. It includes a competitive salary, but also a much wider offering, including a defined benefit pension and comprehensive flexible benefits. We also offer a working environment which fully supports individuals through flexible working, wellbeing initiatives including an on-site medical and dental unit.
This specific role offers a base salary of c. £35,- 40,000(subject to experience and skillset)

The total package also includes:
  • A non-contributory, career average pension giving you a guaranteed retirement benefit of 1/95th of your annual salary for every year worked. There is the option to increase your pension (to 1/50th) or decrease (to 1/120th) in exchange for salary through our flexible benefits programme each year. The current cost to the Bank of providing this pension is 35% of your salary.
  • A discretionary performance award based on a current award pool and target award of 10%, with a maximum potential award of 25%
  • A 7% benefits allowance with the option to take as salary or purchase a wide range of flexible benefits
  • 25 days annual leave with option to buy up to 13 additional days through flexible benefits
  • Private medical insurance and income protection insurance

We anonymise applications so hiring managers will not be able to see your personal information, your original CV or any covering letters when reviewing your submission. Please complete work history and the application form questions as requested becuase incomplete submissions will not be reviewed.

The closing date for applications is 05/08/2019.

Please note this is a 12 month Fixed Term Contract

Please apply online, ensuring that you answer the application questions, complete the work history and submit your CV.

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