Role Summary
Responsible for the successful delivery of a number of new and changed services into the live environment through the facilitation of efficient and effective engagement between service operations and projects and programmes across Vodafone.
Responsible for identification of service operations requirements from the project team including support documentation, testing, tools and processes to ensure any new or changed service is sustainable and supportable by Service Operations
Accountable for project and programme teams engagement with the impacted support teams to ensure the requirements of both parties are delivered including identifying any potential impact to Service Operations budgets.
Act as the Gatekeepers for Service Operations ensuring delivery in a quality manner including driving for the decommissioning of products and services pursuing a world class customer experience.
Responsible for identifying, escalating and managing risks or issues to ensure smooth transition into live environment.
Responsible for the management of key service operations and project and programme stakeholders including communications and representation at a programme and project level.
Essence of Role
Impact on the business
Ensure project delivery is supportable and sustainable protecting the Vodafone brand
Delivery in compliance with the Readiness process
Manage a mixture of high, medium and low impacting projects including those which are high profile and fast paced ensuring successful delivery into the live environment.
Customers, supplier and third parties
Ensure project delivery is supportable and sustainable protecting the customer experience
Engage with project teams to define, agree and support delivery of Service Operations requirements
Engage with impacted service operations teams to define, agree and facilitate delivery of requirements
Proactively identify and champion opportunities to decommission old or obsolete products and services.
Represent projects at Service Operations forums ensuring provision of accurately and timely information.
Leadership and teamwork
Be an advocate of the Readiness process to all stakeholders and identify, own and deliver process improvements
Coach other team members to support development and ensure application of best practice
Engage with service operations teams to ensure consistent understanding and use of Readiness Process
Innovation and change
Drive the continuous improvement of the Readiness process through the identification, development, delivery and communication of better ways of working.
Be proactive in developing suggestions which may deliver extra value to the Business and Service Operations.
Knowledge and experience
Understanding of Vodafone Project Delivery Lifecycle
Background within Technology/Operational Support environment
Experience of Risk Management and escalation of issues
Communication
Engage with projects in line with the Readiness Engagement Model
Maintain accurate records of project readiness against agreed requirements
Support stakeholder meetings ensuring documented minutes and actions are captured and distributed
Review in-scope TAR (Technology Assurance Review) deliverables and communicating results
Responsible for the completion of post delivery reviews identifying and verifying process improvements, ensuring those delivering benefit are input to Readiness process continuous improvements.
Role Dimension
Non-financial (customers/staff etc)
Responsible for the identification and delivery of Service Operations requirements
Own the facilitation of engagement between project teams and support teams
Responsible for the communication, escalation and management of project risks and issues relating to or impacting service operations.
Responsible for ensuring Service Operations position is represented at all project gate reviews
Responsible for contributing to the departments NPS results through stakeholder management of a number of key stakeholders
Work with Service Owners to ensure new or changed products and services are delivered in a quality manner
Typical Outputs
Successful delivery of projects into support within Service Operations ensuring supportability and sustainability
Facilitation of project kick-off and on-going review meetings
Clear and concise documentation and communication of Service Operations requirements
Successful management and delivery of Readiness project documentation
Documented minutes and actions
Timely and accurate project updates
Communication and escalation of risks and issues in a timely and concise manner
Representation of accurate and timely information
Delivery of process improvements and continuous improvements
Contribution to Service Operations Cost Management
Stakeholder Management including promoting the Readiness Process and its benefits
Proactive identification of areas of improvement including development of solution options
Coaching and mentoring driving best practice
Technical/Professional Expertise
Essential
Excellent Communication and Engagement Skills
Operational support understanding
Understanding of project management
Risk Management identification and resolution experience
Proven relationship building and influencing skills demonstrated through stakeholder management
Pro-active at seeking solutions
Pro-active, personal drive and enthusiastic
Ability to self manage, organise and prioritise workload
Team player
Desired
ITIL Accreditation in service transition and / or service operations
VPDL understanding
Operational support experience
Experience of managing senior stakeholders
Coaching & Mentoring skills
