Service Lead

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The products and services we build for our customers are high quality, safe and reliable and remain so into the future. Our Service teams are key to mentoring our agile labs to think forward and design for stability, reliability and recoverability from the outset to embed a Service-First culture.

This is a great opportunity to be a leader of a team who champions the importance of service design and availability across lab and programme teams.

So what would you be doing for us?

You'll lead technical teams, suppliers and partners to ensure we have the best solution in place to achieve our Service strategy, aligned to agile labs

You'll ensure swift and controlled recovery of IT service impacting incidents, minimising impact to our customers and colleagues.

You'll drive effective root cause analysis on service related issues, identifying trends and ensuring that all insights are addressed quickly and effectively.

You'll promote great thinking about service at each stage of the agile delivery lifecycle - promoting service principles, disciplines, standards and processes within the engineering labs.

You'll take responsibility for building a proactive risk management culture, identifying and calling out threats, embedding controls, and where possible, helping to implement remediating actions thus ensuring a continuous improvement mindset.

You'll champion service capability to build serviceability into the design, architecture and operability of new solutions.

About you:

As a Service Lead you'll apply exemplary service engineering practices and skills in a collaborative and agile environment.

You'll have a strong desire to serve customers and ensure that functionality of software operates to meet their needs

You'll have excellent communication skills and you'll be adept at building productive relationships at all levels to gain consensus to service.

You'll be comfortable challenging stakeholders - saying "No," but also explaining why in terms they understand.

You'll be able to tackle complex problems, while considering the balance between impact, risk and mitigation.

You'll understand how to use Systems thinking and Service design to avoid solutions that lead to technical debt.

You'll understand agile development, sprint ceremonies and have experience of dev ops tools to continuously improve and monitor

You'll have a strong awareness of technical environments and be able to converse with engineers and drive improvements based on trend analysis

What we need from you:

Proven experience of the full range of operational service management disciplines (Incident, Problem, Change and Risk management).

Knowledge of Service Introduction processes, their implementation and how to apply them in an Agile environment to land change safely and smoothly.

Strong knowledge of the software development life-cycle from design, build, production through to maintenance including working with third parties and partner teams

Commercial awareness and the ability to shape, develop and optimise commercial arrangements and operating models across multi-disciplinary teams

Confident and pragmatic decision-making abilities when faced with complex demands and issues that can, and will, arise throughout delivery of services.

Proven leadership of technical teams to ensure service measures are understood and key performance indicators are achieved, such as reducing service incidents.

Effective communication skills to ensure you build and maintain working relationships across stakeholders in multiple areas

On call escalation support may be required recognising the 24x7 nature of the service landscape

Join us:

If this is you, we'd love to hear from you. Join us and be part of an inclusive, values-led culture focused on making a difference.

Whatever your aspiration, you can also expect excellent benefits (see below), personal development and a career that's enriching and full of opportunity.

So what can we offer you in return?

Car or car allowance of up to £4,788 per year

Discretionary bonus between 20-40% of base pay

Cash sum of 4% which you can exchange for a variety of benefits or simply take the cash

Private Medical Insurance

Pension, where we'll give up to a max of 13%

Share plans

30 days holiday (+ Bank holidays)

We're an equal opportunity employer and deeply value diversity within our organisation.