19 Oct
Transport for London
London
Job description
6 x Service Strategy & Design Lead046486
Organisation
- Customers, Communication and Technology
- Technology Service OperationsPosition Type-Full Time
Band 3
Hybrid / North Greenwich / Southwark
Job Purpose :
Technology Service Operations (TSO) Transport Services are responsible for the day-to-day service management of over a hundred services, applications and systems which support TFL’s delivery of a world class transport system.
The team are responsible for the highest number of Mission Critical services within TSO, many of which are extremely high profile and / or critical to key pan TFL strategies.
Our Transport Services are constantly evolving with new Services being developed.
Such development is undertaken by a mixture of in-house solution, infrastructure and network architects, agile delivery specialists, software developers, Cloud and external third parties.
The Service Design Lead will manage new or changed Services, with specific focus towards supporting Product and Project Managers establishing the non-functional requirements and assuring the delivery of the new service through design, transition and into BAU operation.
The role also involves working closely with the Service Performance Manager for the Service and a Transition Lead or in some cases leading the design through transition to acceptance into live operation.
Working within a small, multitasked team of specialists your role will be to work with the various internal and external technical and project management teams to shape the design and development of solutions but with a service operation, compliance, and assurance viewpoint.
Key Accountabilities
- To establish and document the non-functional service requirements for any new or changed services and represent these at all project gateways to assure that these requirements are being delivered.
- Establish and document the service acceptance criteria that a project must achieve prior to be accepted into BAU operation.
- Ensure that all changes are assessed and managed in accordance with the various Contracts TfL has with third parties and that all changes comply with the mandatory standards and security requirements.
- Ensure and assure that for each change the appropriate technical and operational documentation is produced, assured, and deposited in the TfL data room.
- Update the business and service catalogues as necessary for a new or changed Services.
- Work with the Service Performance Manager to assure the design and implementation of any new or changed service and ensure that the service functional and non-functional requirements are documented with appropriate test cases.
- You will lead from a Service Design perspective for any technical change, engaging with the technical teams to ensure that options analysis, proof-of-concepts, and system impact assessments have been completed satisfactorily for the entire life cycle of the Service not just the delivery stages.
- You will work directly with the operating business, product and project managers to understand what the end user is seeking to achieve and convey key messages of service design and success to the technical teams.
- Build and maintain strong working relationships across the Directorate,
Suppliers and TfL operating businesses.
- You will communicate and present your projects to a range of stakeholders, seeking approval / guidance / feedback as required.
Key Interfaces
- Senior TfL business stakeholders as the single point of accountability for the performance of T&D; services within respective area
- Head of departments and Service Owners, Programme and project management teams, Technology Programmes, resolver groups and development teams.
- Commercial stakeholders
- Finance stakeholders
- Service suppliers
- TSO counterparts
Skills, Knowledge & Experience
Skills
- Proven ability to influence at a senior leader level.
- Proven ability to manage interactions between suppliers,
internal teams and customers to reliably deliver quality technology service performance within large-scale, complex operating environments.
- Proven analytical skills to interpret complex data and make or influence appropriate business decisions based on this analysis.
- Motivating and leading others towards achievement
Knowledge
- Bachelor’s or master’s degree in Computer Science, Information Systems, or other related discipline (or corresponding professional experience)
- ITIL Service Design and / or Management certification
- Broad knowledge of software development, DevOps & Project Management methodologies (including Prince2, PMM, PMI)
- Knowledge of cloud computing service models, such as SaaS, PaaS, IaaS.
- Knowledge IT applications in public transportation and its business environment & knowledge of ITSM Tools.
- Financial processes (including project authorisation)
- Commercial management best practice to ensure effective supply chain arrangements to deliver value, quality, and reliability.
- IT System architecture and life cycle management best practises and controls.
Experience
You are likely to have fulfilled a service design role in a complex IT service management company, operating a complex service model.
It is likely that your experience will have involved some of the following :
- ITIL qualified practitioner, intermediate to expert.
- Fulfilled a service design role involving complex IT services.
- Demonstrable experience in managing technical changes and documenting non-functional requirements.
- Demonstrable experience of working within complex service models with system and service integration between third parties in the delivery of the end-to-end services.
The closing date for this advert is Monday 26th August 2024 at 23.59
Please apply supplying both your CV and a covering letter preferably in .docx format. Both documents should be A4, in Arial 12 font, and a maximum of 2 pages per document.
Please think carefully about the skills, knowledge and experience outlined in the job description and ensure your submission reflects the requirements of the role you are applying for.
Benefits
- In return for your commitment and expertise, you will enjoy excellent benefits including :
- Final salary pension scheme
- Free travel for you on the TfL network and a nominated person
- A 75% discount on National Rail Season Ticket and interest free loan
- 30 days annual leave plus public and bank holidays
- Flexible working
- Tax-efficient cycle-to-work programme
- Retail, health, leisure and travel offers
- Discounted Eurostar travel
- Discounted private healthcare scheme (optional)
- Support in professional development
Equality, Diversity & Inclusion
We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation.
Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantees an interview to any disabled candidate who meets all of the essential criteria.
We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.
▶️ 6 x Service Strategy & Design Lead
🖊️ Transport for London
📍 London