Head Of Digital Service

In Team Digital, we’re planning for a future where the technology solutions we co-create and design enable us to achieve our goal of protecting our greatest natural resource and allow our customers, communities and the environment to thrive.
As a team, our vision is to create an everyday digital experience for the people we serve - our customers - by putting them at the heart of everything we do. As part of our award-winning team, you’ll help the business become an intelligent, connected organisation to deliver our digital transformation and turnaround.
The Head of Digital Service is responsible for:

• Leading the teams and optimising the service that we provide for day-to-day support of employees and their use of Digital workplace technologies, improving on and achieving the KPIs
• Led and optimising the teams and processes which ensure that our software and suppliers (new, existing and change) are well managed with minimal disruption/downtime and to a high quality and in line with service levels
• Led and optimised the management of responses to live incidents, ensuring that we minimise disruption/downtime and work across Digital to ensure that we have permanent resolutions

 
What you’ll be doing as Head of Digital Service:

• Optimise, define and manage workplace operations processes and tools and achieve agreed KPIs
• Manage and govern associated vendors and service providers
• Identify, monitor, publish, and manage goals and measurements to show improvements to workplace operations
• Lead and optimise (cost and performance) technology service deck operations
• Seek out new technology trends that should be brought into the digital workplace team to improve business processes
• Managerial responsibilities include hiring, managing, coaching and developing direct reports.
• Work closely with digital leaders to support engineering, enablement and governance initiatives
• Actively participate in or lead digital workplace technology projects
• Cultivate and maintain strong team-level partnerships with other digital teams to eliminate silos
• Be responsible for managing and optimising release management service management and introduction teams and processes. Set and achieve ambitious performance levels which enable more high-quality releases with less downtime
• Be responsible for our processes and teams that manage live incidents and work across digital to provide resolution and prevent future occurrences

Base Location: Clearwater Court Reading - Hybrid
Working pattern: 36 Hours / Full Time
What you should bring to the role
We want to bring together a team of brilliant tech minds with game-changing ideas. We’re looking for people who will help us re-imagine the way we work and the way we get things done:

• A truly digital mindset. Open to collaboration. Open to risk. Open to new ways of doing things.
• Obsessed with data. Obsessed with excellence.
• People who think and behave differently to the way we do. People who don’t want to just be another cog in the machine.

You will be expected to demonstrate:

• People management and team leadership in large organisations.
• Proven ability to lead and optimise technology service desk and incident management teams and processes
• Proven ability to lead and optimise change management, service management and service introduction teams
• Proven ability to challenge “the norm” and drive change within their teams and across digital
• Significant experience in leading a Digital Service team
• Bachelor’s Degree or equivalent work experience;
• ITIL Foundations certification or higher preferred
• Experience working with Agile and Product delivery approaches
• Experience in using and optimising ServiceNow technology

 
What’s in it for you?

• Competitive salary up to £100,000 PA
• Annual Leave:26 days holiday per year increasing to 30 with the length of service (Plus bank holidays) 
• Car Allowance
• Annual Bonus
• Private Medical Health Care
• Contributory pension – Defined Contribution - Maximum of 12% -2x employee contribution
• Personal Medical Assessments – Open to all once a year
• Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.

Who are we?
At Thames Water, our purpose is crystal clear - to deliver life’s essential service so our customers, communities and planet can thrive.
Water is life’s great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we’re committed to taking care of it for us all.
But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We need to keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever. Are you ready to play your part?
 
Working at Thames Water
At Thames Water, we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business.
We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, backgrounds, and differences that each individual brings.
Our over-arching diversity and inclusion aim is to ensure Thames Water is a diverse and inclusive great place to work. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process.
Find out more about working at Thames Water.
When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business, meet colleagues and earn some extra money along the way.
Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.