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Service Design & Architecture Manager
Entertainment & Media Industry Company
London, , United Kingdom
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Job Introduction
Company Design & Engineering delivers products, platforms and services globally, supporting the Company's digital transformation and helping to change the Corporation into an internet fit broadcaster. Its ambition is to be one of the most exciting technology groups for any media company in the world.
The Division consists of the Infrastructure, Services, Operations and Commercial (ISOC) Group with responsibility for the Company products, platforms and services that provide the operating environment for the Company including control rooms, support infrastructure and device/OS technology.
The role holder will report to the Principle Service Design & Architect within Broadcast & Online Service Management that unifies service management workflows and processes.
Role Responsibility
• Operate within the Service Design Team and make decisions about the Service Management products that are required for a Technical Service provision that is being built, created or significantly changed.
• Establish and maintain the Company Service Architecture.
• Actively champion and communicate the Service Architecture principles to all stakeholders in a manner that is inclusive, appropriate for the intended audiences and readily comprehensible.
• Ensure that the Service Design and Architecture function is fully understood and that senior management support is provided to maintain and mature Service Management Design as a fundamental element of Service Management.
• Maintain an active understanding of key business drivers, major strategic initiatives and changes to ensure the Service Architecture remains accurate.
• Taking the overall Service and Technology Strategies and ensuring they are reflected in the Service Design practice.
The Ideal Candidate
Essential
• ITIL v3/2011 Service Design Certificate or above
• Good leadership and man management skills
• Broad and deep experience of service delivery within a multi-party SIAM environment
• Experience of Service Management Operational design of Technical Services (products / solutions) that are built / procured as discrete services and integrated using consolidated service integration and service operation functions
• Very strong experience, in widely differing environments, of successfully facilitating workshops and discussions to obtain common agreement and understanding of Service Design and Architecture
• Detailed experience of turning Technical service designs into effective Service / Support Models supported by required commercial contracts / Operating Level Agreements with a focus on ease of overall management / governance structures
• Has successfully led the Service Management Design stage of a diverse number of projects in a variety of service operating models
• Proven expert in identifying potential causes of risk and their impact on project success
• Can translate Service Portfolio, Design Authority and Change Management requirements into project / delivery actions
• Very strong written and spoken communication and interpersonal skills as well as the ability to relay complex service elements to a non-technical audience in an engaging and informative manner
• Has the ability to concisely illustrate concepts in words and diagrams and to clearly explain and justify ideas when faced with competing alternatives
• Able to balance cost, complexity and efficiency when designing service solutions
• Proven analytical, problem solving and design skills covering the full spectrum of service management disciplines â�� able to visualise large, complex situations and break them into component parts to drive appropriate actions
• In depth knowledge of service management solutions, trends and techniques with a clear understanding of what these can mean for the business
• Able to resolve differences professionally and effectively when projects are intent on a certain direction that may differ from the overall Service Management Design approach
• Pragmatic in approach and highly delivery focused. Experience of enabling the delivery of new service models as required by business change / development through facilitation of solutions, within large scale, complex programmes across multiple stakeholders
• Knowledge of service operations, continual service improvement and governance procedures including risk assessment and mitigation strategies
• Able to develop and maintain a good understanding of Company business, its aims and objectives and to keep these in mind when undertaking own accountabilities.
• Has demonstrated knowledge of benefits realisation both from a theoretical and practical perspective.
• Demonstrates good time prioritisation and management.
• Demonstrates strong ability and understanding of how to deliver excellent customer service.
• Demonstrates stakeholder management skills.
• Is able to empathise with other points of view.
Highly Desirable
• Technology or Business Studies first degree or equivalent industry experience
• Experience of service procurement and outsourcing
• Experience of service integration projects