About the role:
The Service Introduction Lead will ensure that the Service transition standards set are delivered for each project that is either making a significant change or introducing a new service to the environment.
You will ensure the Service Delivery acceptance criteria, which includes functionality, operational support, performance and quality requirements have been met and that the team receiving delivery of the new or changed service is ready to operate the new service when it has been deployed.
In this role, you will:
Act as Service Introduction SME for projects, taking accountability for Service Introduction deliverables and quality of such.
Establish and maintain relationships with internal and external customers, suppliers and partners at a peer level, with the aim to meeting expectations within the scope of Service Introduction.
Perform the role within the parameters of the Service Introduction function objectives, taking responsibility for the activities performed, or taking direction from the SI Manager, Practice Lead or peers as appropriate.
Develop and maintain broad business understanding and deep Digital Service Introduction SME expertise, including knowledge of the activities and practices within Thames Water and those of suppliers, partners, competitors and clients while taking the initiative to keep skills up to date.
Provide Service Introduction support to Digital Delivery Projects/Programmes (this will result in supporting multiple projects where the level of complexity allows or a single project/ programme if the complexity and impact was sufficiently high).
Ensuring all Service Introduction activities are included, planned and fulfilled with the relevant Project Manager.
Ensure Service Introduction risks and issues are identified, and mitigating actions are proposed to the Service Introduction Practice Lead and relevant Digital Project / Programme Manager(s).
Own and mitigate risks and issues relating to the Service Introduction function, ensuring that actions are agreed and executed in a timely manner.
Engage with project management to confirm that products developed meet the service acceptance criteria and are to the required standard.
Act as the main contact into the Service Introduction function for the assigned projects.
Collaborating with stakeholders from all levels and disciplines, ensuring effective delivery of Service Introduction activities throughout the project/programme phases.
Ensure Service Introduction activities are executed and completed to plan, reporting of progress to the project manager, SI Manager and practice lead, taking corrective pro-active action where required.
Mick Gray – Mick has been in IT for several years, he has held many posts across all aspects of IT up to and including Head of IT for a leading Re-Insurer in the City of London. 11 years ago, he had the opportunity to sit back and consider ‘what next’. He decided to take the skills he had accrued over the years and offer his services as a consultant covering all aspects of IT management, performing IT operational reviews as well as holding various Interim positions focused in the Service Management areas. In September 2018 he was approached by Thames Water as they looking to introduce a number of new disciplines, specifically around Service Readiness. This resulted in Mick joining Thames to lead the creation and setup of the now Service Introduction Practice.
Mick has spent many years assisting companies improving their service operations capabilities and the Thames opportunity was of special interest as it was looking to create a team that was new to Thames Digital, so required a broad understanding not only of the function to be set up but how it fits within the wider organisation.
As part of setting up the capability Mick would need to look for a permanent leader to take it forward, however during the new year of 2019 Mick was asked if he would consider joining Thames as that Practice lead, which he did from April 2019.
Mick decided to join Thames for a number of reasons, a leader in its field, recognised as a major employer in the areas it operates in, has a passionate workforce throughout, going through a significant change in terms of its IT organisation and capability which in itself offers a number of challenges that were of specific interest as Mick has always been recognised as an ambassador for change where ever he has worked.
Mick leads the team; currently we have two people in position and they are actively involved in a number of projects, projects that range from simple to complex and wide reaching. We have developed a set of strategies and standards which they follow, however as we all know not all projects are the same, so we have to be adaptable, pragmatic and creative to be successful.
To be successful you will have the following skills and experience: