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Solution Delivery Technical Analyst
Pearson
London, , United Kingdom
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Description
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
Job Purpose:
This role will be a key part of a small team led by a Solution Delivery Manager, providing a cross functional service delivering on the TechOps pipeline which is the overarching intake, assessment and design process for all new project requests to TechOps teams.
As one of the most visible faces of TechOps, the incumbent will help to foster a highly collaborative environment that ensures a successful end to end pipeline experience, both internal and external to TechOps, a continuous flow of requests through the pipeline, resolution of pinchpoints/bottlenecks, faciltation of technical designs and solution, good housekeeping practices and a high level of transparency and two way dialogue with initiators and partner groups who contribute to the design and assessment process.
The key outcomes this role contributes to are:
• Efficient intake and assessment of new project requests
• Highly collaborative and effective relationships with customers and partner teams underpinned by empirical measures
• Co-ordination of the end to end design and approval process and delivery of consolidated outputs for handover to implementation
Scope:
• Developing strong relationships with the global lines of business and geographies so that all new project demand is roadmapped early and entered into the pipeline for assessment
• Engage in multi-way dialogue and facilitation throughout the intake and assessment process
• Taking new project requests through an assessment process to establish business drivers, desired outcomes, functional and non-functional requirements and supporting technical information
• Identifying the correct path within the process for each request, ensuring effective handoff and clear transfer of direct ownership
• Track, monitor and keep clear line of sight on request status throughout the design and approvals process, monitoring OLAs and KPIs and actively using results to resolve bottlenecks across the process and drive requests to completion
• Seek opportunities for improvement, greater efficiency of request flow and collaboration with customers and partner teams
• Significant interaction with the Operational Planning function which drives automation, resource modelling and process continuous improvement
Qualifications
About you
1. Background & Attributes
You could come from a variety of backgrounds, but the key attributes you need are as follows:
• High energy and activity levels
• Customer focus, active listening and communication capabilities
• Ability to engage people from a multitude of cultural backgrounds, fostering collaboration and a desire to achieve a shared outcome
• Attention to detail, a genuine passion for getting things right first time, allied to a real focus on delivery
• Flexible and pragmatic approach to work that can incorporate tactical fixes without losing sight of the strategic goals
• Inclusive team player who welcomes feedback and the involvement of others
Essential skills, qualifications and experience:
Ideally you will see this role as a way to continue to build your career through high profile successful delivery. In order to effectively do that you will need to have the following skills and experience in a technical IT environment:
• You do not need to be an engineer but you will need to have an understanding of hosting (DC/Cloud), Networks and internal IT delivery activities
• Understanding and practical experience of how work moves through a complex pipeline and translates to usable consolidated outputs
• Experience of responsibility for delivery within a KPI/OLA driven technical environment
• Previous accountability for delivery activities with a demonstrable track record of success that you can evidence in a competency based interview
• Practical experience of identifying ways to improve processes and working relationship
• Experience of achieving consensus through facilitating a collaborative planning process
• Ability to effectively summarise issues, bottlenecks and challenges and provide considered and logical recommendations for addressing them
• Experience of working in an environment with multiple handoffs and team interactions