It Senior Service Lead

EDF Energy is a core part of the EDF Group, one of the largest energy companies in Europe with key business operations in the UK, France, Italy and Belgium. We're the UK’s largest producer of low-carbon electricity, the biggest supplier of electricity by volume in Great Britain, the largest supplier to British businesses and we employ more than 13,000 people. We operate nuclear, coal and gas power stations, wind farms, and combined heat & power plants. We have a focus on safe, dependable energy generation and an ethos of service excellence. We are playing a leading role in new nuclear build in the UK to secure a bright future for the combined business and its employees.
IT Senior Service Lead
Have you got a passion for delivering IT Service Excellence, are you relentless in identifying root cause, do you obsess over the Customer Experience, can you manage Partners and Product Teams to meet and exceed expectations? If so, this could be the role for you.
We're a friendly, dynamic and supportive team, who encourage passion, self-development, ambition and collaboration, both in our performance as a team and individually.
The Opportunity…
The IT Senior Service Lead is responsible for ensuring that the implemented services are operable, maintainable, recoverable, secure and underpinned with the relevant contracts or contract changes in accordance with agreed business requirements.
You will work in collaboration with IT Product Teams, multiple partners, multiple customer representatives and multiple agile teams to ensure service management best practice is built into all services and products offered and to continuously improve service reliability across enterprise-wide strategic platforms.
Pay, benefits and culture
In addition to a starting salary of £53,200, potential to earn 5% bonus, 28 days of annual leave plus bank holidays and a market-leading pension scheme, we offer a range of flexible benefits to support our people across all aspects of their lives.
Your rewards package includes a choice of benefits, such as electric vehicle leasing, enhanced parental leave, health insurance, discounts and employee pricing.
Flexible working means you can work from home (if you wish) and we’ll provide a suite of IT equipment to ensure that you can work remotely comfortably and effectively. Location for this role is flexible with travel as required to meet business stakeholders or colleagues across offices in the UK.
Steve Martin, IT Senior Service Lead: “Within Service Management & Engagement we offer a warm welcome with full support during the bedding in process. Health and well-being is at the heart of everything we do and is our number one priority. We like to embed a culture of inclusion and diversity where everybody has an opportunity to learn, develop and grow. We utilise a hybrid approach to working and encourage flexibility to adopt a work life balance that suits all parties. “
At EDF, everyone’s welcome. We strive to create an inclusive and diverse environment where everyone has a voice and where you feel confident being yourself. We’re committed to equality, diversity and inclusion. We’d like our future workforce to have an equal gender balance, represent a broad mix of people from minority ethnic backgrounds, LGBTQ+, those with a disability and supporting social mobility.
We’re a disability confident employer and we’ll do all we can to help with your application, making adjustments as you need.
We’ll value the difference you bring and offer opportunities for you to thrive and succeed.
What you’ll be doing
The IT Senior Service Lead is responsible for Service Performance Management, providing holistic management and monitoring of our strategic managed service provides and EIT Product Teams to ensure all contractual obligations and business outcomes are managed and optimised, coordinating, leading and conducting performance reviews, identifying risks and escalating issues as required.
The IT Senior Service Lead will also build strategic relationships within their respective Business Unit, championing their objectives, understanding their key business processes and regulatory controls, what drives them, what their goals and operational targets are and that as our customer, you will obsess about their Customer Experience and delivering value to them, through effective implementation and exploitation of costs.
You will create value and a learning organisation built on ‘Partnership’ and focused on service excellence, continuous improvement, and innovation. You will ensure our service metrics remain current, making use of traditional delivery against CSL’s / KPI’s, introducing Balanced Scorecards, User Experience Metrics\Agreements (XLM\A’s), Service Availability and Continual Service Improvement metrics, whilst working together to define and agree service improvement targets to improve service delivery.
You will also be responsible for the Service Operations Centre, leading and championing Pro-Active Problem Management and Root Cause Investigation to minimise or mitigate repeat Service Incidents and managing the delivery of industry best practice process and policies aligned to an agile service management approach, underpinned with a Continuous Service Improvement mindset.
As required the you will lead the development of initiatives to support SIAM intelligent operations, including data quality and analytics, management insight and reporting.
Who you are
- You will have strong vendor & supplier management skills and experience, particularly working with onshore and offshore partners and product teams. You will analyse, understand and continuously manage interdependencies within the internal and external service providers, handle dispute management and escalation management to ensure smooth operations.
- You will lead the end to end lifecycle for Business SLAs to ensure they are documented, approved, tracked and performance manged and to ensure contracted Critical Service Level Agreements (CSLAs), KPIs and Business Outcomes remain aligned, manage risks and opportunities for rationalisation and optimisation and negotiate additional investment where required.
- Have the ability to analyse, review, interpret and validate service performance data to ensure business SLAs, KPIs and Business Outcomes are delivered, lead the overall evaluation and improvement of performance to meet and exceed business targets building out remediation and service improvement plans where appropriate.
- Up-to-date knowledge of current trends and best practices in service management including ITIL, DevOps Service Management, Agile Service Management is essential.
- Strong coaching, influencing and people management skills, relationship building, influencing work style developed through management of a diverse corporate function’s workforce.
- Demonstrable experience of a range of assurance methods to gain confidence in service support: such as QA, audits, inspections or other reporting approaches; through knowledge of quality assurance and quality control procedures and standards.
- Demonstrable experience in in the execution of ITIL agile service management and delivering IT & technology services to a diverse set of end-users / customers
- Experience in delivering IT services to users working from home, groups of users and those geographically dispersed.
- Practical experience in working collaboratively with a range of external vendors, partners and service providers across the telecommunications, software and technology spectrum in delivering reliable IT services.
- Demonstrable record of accomplishment of delivering IT service performance improvements, optimisation and transformation in an IT service environment with a passion for service excellence and customer service.
- Up-to-date knowledge of current trends and best practices in service management including ITIL4 and Agile Service Management etc.
If this sounds like you then we’d love to hear from you!
Closing date for applications: 27/02/2024
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