Huntingdon, Cambridgeshire
Anglian Water Services Ltd
£51k – £55k, salary dependant on skills and experience
Permanent
37 hours a week / Full time
Huntingdon and home working
Anglian Water offers a flexible approach, this role provides you the flexibility to work from home and from an Anglian Water office. Your base location will be Henderson House an Anglian Water site.
Do you have excellent Service Delivery and Customer Service experience?
If so, we have an amazing opportunity for you!
Our Information Services team has been undergoing an exciting transformation to modernise our practices, tools and platforms to enhance our services and ensure they are best positioned to play a proactive and value-orientated role across our business.
What will you be doing?
To help us deliver exceptional technology services to our business, we are looking for an Operational Technology (OT) Service Delivery Manager to own and manage the end to end process for OT calls from our internal customers to the OT Service Desk and then out to our OT support teams.
OT plays a vital role in Anglian Water ensuring that we can remotely monitor and operate our operational assets. Working with the wider OT support and operational team you’ll be accountable for ensuring a focus and continued drive for service excellence and customer centricity. As well as this, you’ll also provide overall assurance that the OT Service & Support processes are fit for purpose, meeting customer needs and are being effectively operated.
You will play a key role in OT change, providing input on projects and solution delivery activities as well as supporting the Strategy teams to define roadmaps, investment proposals and strategies for OT services and support.
You’ll own and have overall accountability for the OT Asset Introduction process, building relationships & regularly chairing reviews with Senior Leadership Teams from within our capital delivery teams & IOS) to ensure new services comply with OT Asset Standards. You will then work with the wider OT teams to ensure we effectively handover the new service into the existing OT ‘Business as Usual’ Service.
Key responsibilities include:
Measuring and reviewing the Service Level Agreements between the IS OT teams and Anglian Water Services (AWS) Senior Leadership Teams (SLT) for the provision of OT Services.
Aligning the OT service processes with the existing Service Integration and Management (SIAM) governance and process framework which is based on ITIL standards. Ensuring all ITIL processes in place across the OT service are effectively operating and address any gaps or deficiencies that are identified
Managing the internal OT Service Desk, ensuring tickets are managed through to resolution effectively, providing a robust and effective resource planning and management to ensure all support obligations and support hours are being managed.
Ensuring that customer-focus is promoted as a core value across the service.
Regularly engaging with stakeholders across AWS to measure the effectiveness of support processes managed and ensure these are aligned to the business outcomes.
Working with the Senior OT Management Team and Strategy Team to support the development of the OT strategy and ensure it fits with the Anglian Water direction strategy.
Developing and maintaining succession plans to ensure strength in depth for the OT Service Delivery Team
As a valued employee, you’ll be entitled to:
Full private healthcare with no excess
26 days leave, rising with service + Bank Holidays, with the option to swap Christmas and Easter holidays for those celebrated by your religion
A flexible working culture
Competitive pension scheme – we double-match your contributions up to 6%
Life Assurance at eight times your salary
Personal Accident cover – up to 5x your salary
Bonus Scheme
Lots of great discounts
Flexible benefits to support your wellbeing and lifestyle
Paid time off when you’re physically and mentally unwell
An excellent Family Leave package – to help you support your family
What does it take to be an OT Service Delivery Manager?
As our next OT Service Delivery Manager we are looking for you to have experience of working in a customer environment as well as managing staff including developing and coaching them.
Ideally, you’ll have experience in OT Service & Support and also IT Service Management and support.
You’ll have a demonstrable track record of working comfortably with projects and programmes at a management level and advising senior managers and directors.
Opportunities are open to all suitably qualified candidates.
Why Anglian Water?
As our region flourishes it is our priority to support our economy, customers and communities; driving sustainable growth and building resilience across our services. We recently announced plans to invest £6.5 billion to protect our regions water supplies over the coming years.
If you want to help us embrace new technology and the power of people to keep us at the forefront of our industry, please apply today!
Closing date: 27th February 2022
Interview dates: Week commencing 7th March 2022
#loveeverydrop