Senior Service Manager

Job Description

About the DCC At the Data Communications Company, we believe in making Britain more connected, so we can all lead smarter, greener lives. Weve built the secure infrastructure thats supporting the mass roll-out of smart meters across the country. Our universal, secure networkwill be in 30 million homes and small businesses, making it the largest network in Britain. So its a truly exciting time to join us. Youll be part of a team thats supporting the countrys transition to a low-carbon economy, and helping to ensure an affordable,secure, and sustainable energy supply for the future. Operating independently of its parent company, Capita plc*, the DCC is a Disability Confident Committed Employer. Were directed by the Department for Business and regulated by OFGEM. We collaborate with the Government and leading telco and utility industryservice providers to help protect consumers and give them better energy choices. A finalist in the Top Workplace Awards in 2018, we reward professionals who thrive in an environment of change and innovation. Watch this about DCC video and if it ignites yourinterest, apply below. The DCC is actively seeking a highly skilled, experienced, and motivated Senior Service Manager for the opportunity to join one of the most talented and dynamic teams in the UK supporting this prestigious programme. In delivering a successful DCC service, it will be critical to ensure that there is a fully effective service management function put in place that meets the demands of its Users and reflects the business requirements of the Smart Energy Code (SEC) and RetailEnergy Code (REC). In the role of Senior Service Manager, as well supporting Service Managers and Industry you will also work closely with other functions within DCC and Industry liaison teams (inc. BEIS, OFGEM & GEMSERV), to become a key figure for delivering excellent customerservice and driving down cost for both industry and end consumers. This is an exciting senior role, in a highly dynamic environment with a multi-layered systems landscape making the task of maintaining service integrity challenging. As a Senior Service Manager, you will have to operate at a level that provides and drives a strategic view across this complex landscape combined with the determination to absorb a significant amount of information to ensure high quality service delivery andimprovement of customer service is achieved. You will have a good appreciation of the technical aspects of the infrastructure, and where appropriate constructively challenge industry, suppliers and DCC Colleagues on service implications, considering both commercial and financial consequences/constraints. You will have senior experience of IT Service Management best practice from a comparable environment; it would be advantageous to have gained this experience within the energy sector. Possess B2B Senior Service Management experience in a complex multi-supplier environment. Advanced skills in Microsoft Office products (Word, Excel, PowerPoint, Visio, Project) with an ability to produce professional documents for presentation to executive management and across industry with the ability to translate technical information, challenges,and requirements into easily understandable and digestible content in a confident and articulate way for mixed audiences Significant Experience in applying service management tools and methods within relevant approaches and frameworks such as ITIL Have the ability to develop initiatives to provide continuous tactical and strategic service improvements including cost reductions, stakeholder satisfaction with consideration at all times given to regulatory, business governance and security restrictions. Be a Strategic, proactive, and creative thinker, whilst grounded in the use of analysis tools and frameworks to solve problems, innovate, and enable the development of strategic objectives and outcomes Have commercial understanding, inclusive of cost to serve and cost of failure methodologies, as well as return on investment understanding. Ensure the identification and resolution of issues relating to services, systems, software, and changes, as specified in the service provider contracts. Create and maintain external symbiotic relationships with government bodies, industry, and regulatory groups. The ability to work effectively through a matrix organization utilizing strong influencing skills. This also includes a mature business approach to problem solving and conflict resolution at a senior level. Expert facilitator, drawing out problems, involving and gaining commitment from the relevant stakeholders in the business with credibility and gravitas to establish trust, gaining consensus and buy-in, orchestrating engagement and collaboration with seniorleadership. An ability to develop and build trusting open strategic senior relationships using excellent stakeholder management skills. An ability to hold their own at all levels and encourage engagement and debate into conversations with excellent listening and communication skills to effectively interface across all levels of leadership The successful candidate must possess a high level of energy with a collaborative, can do attitude combined with the strength and confidence/courage to serve as a change agent. ITIL Qualification Experience of working in a Senior client-facing environment. Strong self-leadershipable to set a clear forward workplan for themselves and others. In all dealings, role-modelling our core values of Excellence, Partnership, and Ingenuity Strong communication skillsability to take a complex topic and explain it in simple terms for internal and external audiences. Confident in engaging with senior stakeholders and presenting at external meetings. Ability to influence and persuade others ofa particular position or viewpoint and excellent drafting skills. The depth of knowledge and strength of character to provide leadership, ensuring positive outcomes are attained in difficult and challenging situations. Whats in it for you Become part of our team at DCC and youll find an inclusive culture which prizes mutual respect, innovation and high performance. It all adds up to make DCC a great place to work. Hard work deserves great benefits, and we offer our colleagues a range of reasonsto enjoy their time at DCC: Bonus scheme Pension Private medical insurance. Car allowanceDELETE AS APPROPRIATE Extensive personal development and training opportunities Hybrid workingMany of our people work 1 to 3 days in the office.. Flexible holidaysincrease your standard 25 days by purchasing extra days. Dental plan. Cycle to work scheme Childcare vouchers Headspace free membershipa popular mindfulness app. Season ticket travel loan Charity days Retail discounts. Discounted gym member