Version 1’s Service Reliability Group is growing at pace. Our service focuses on leveraging our deep technology expertise to drive improved outcomes for our customers’ businesses. This requires that we spend the time to really understand our customers’ needs, and the needs of their customers, then execute pragmatically to exceed expectations and deliver tangible business value. We are evolving our ITIL-aligned, ISO20000 service delivery model to better serve our customers in the era of the modern digital business and are seeking an innovative leader who understands modern ways of working to join our team.
We are looking for a Service Portfolio Director who understands our mission to go above and beyond keeping the lights on and reactive service improvements, to really driving proactive service improvements tied to our customers’ business KPIs. As well as reporting the technical KPIs underpinning service availability, we will systemise the demonstration of impact on business KPIs like churn, conversion, satisfaction, experience, and return on investment.
You will be a servant leader who believes in the power of teamwork, who can win the hearts and minds of your team(s) and those around you over to the innovative approaches that drive growth in your service portfolio. You will be comfortable conversing with and tailoring your message for a range of customer-side and internal stakeholders, from your support engineers through to C-suite. You will be capable of contributing to bids, including bid-writing and pitching for new work.
You will understand and appreciate our Strength in Balance, which promotes Customer Success (excellent customer experience, proactive engagement), Strong Organisation (prudent P&L management), and Empowered People (developing people). Our Core Values are incredibly important to us, guiding everything we do, and will resonate with you personally.
In collaboration with the wider team, you will:
· Ensure a core framework is in place to underpin all aspects of your services, including Agile, ITIL and DevOps.
· Formalise and document enhanced operational processes to meet required outcomes across services delivered from multiple locations.
· Ensure all teams define understand and deliver their role and the scope of the service to be delivered.
· Facilitate service readiness activities, to ensure a smooth transition.
· Support the evolution of the skills in the team to the cloud-oriented services, helping design appropriate career path progression for all levels of people in the team.
· Work with the Commercial and Pre-Sales teams to define a customer’s service requirements and then together with the delivery team, architect and design solutions to meet those needs, including designing new and compelling pricing models to suit customer needs.
· Support the Sales and Pre-Sales team with tools and training to position appropriate managed services for new customers or new opportunities.
· Support the creation of service level and operating level agreements.
· Contribute to an ITIL Service Delivery design authority
Please note that we do not offer work permits or sponsorship for this role, you must have the legal right to live and work in the U.K.
Roles & Responsibilities
Applications processed via employer's online application form