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Stockley Park, United Kingdom |
| Company: |
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Role synopsis
The Client Interface team is looking for an ambitious, energetic person with highly developed relationship skills to take a lead role in embedding and successfully running the IT&S Demand Management process. This role has a broad scope of influence and the successful candidate will be a strong leader and a strategic forward thinker, motivated by working in a fast paced and constantly changing environment. The end-to-end Demand Management process is truly pan-IT&S, extending to each Service Provider (GOI, ES, S&OE and IT&SiF), Finance Planning and the Segment CIO teams. This is an excellent development opportunity in which you will significantly broaden your experience of, and exposure to, IT&S.
This role offers you the opportunity to:
• Greatly increase your knowledge and understanding of how IT&S operates and inter-relates, from the Business Interface through to Back Office operations
• Gain exposure to senior levels in IT&S and across many teams
• Be part of an innovative team that has transformed how end-to-end Demand Management is understood and applied across IT&S
• Showcase your skills in change management, communication and presentation.
Responsibilities:
The successful candidate will report to the Head of Client Interface and work closely with internal service providers, finance planning teams and CIOs - leading, facilitating and supporting various aspects of the Demand Management process throughout the annual lifecycle.
• Leadership: In line with the End-to-End Demand Management process, shape the deliverables and priorities of the allocated workstream (Supply, Demand or End-to-End).
• Team Working: Actively embody and reinforce a strong service team culture, providing motivation, excellence, inspiration, focus and support.
• Communication: Maintain open formal and informal lines of communication, identifying key stakeholders and effective media to deliver messages accurately and in a timely manner. Foster relationships with the team and stakeholders, built on trust and strong delivery.
• Quality Management: Provide assurance that all deliverables, tools and processes meet the needs of the stakeholder and are tested to an exacting standard prior to release.
• Build IT&S Capability & Relationships: Contribute to IT&S-wide capability by identifying best practices and exchanging knowledge with others. Promote effective teamwork, information and knowledge sharing and broker common solutions across many diverse and interdependent teams
Key accountabilities
This role has been created as a result of the successful completion of one of the eleven IT&S Priority Activities - Service Costing - which is now ready to move into Steady State operation. The purpose of the role is to lead in the planning, management and execution of the annual Demand Management cycle and ensure the process is embedded in IT&S.
Throughout the annual cycle it is crucial that key components are delivered, including:
• Ensuring stakeholders are aware of and committed to the Demand Management timeline
• Effective communication of targeted IT&S Services definitions and costs to the CIOs
• Working closely with Service Providers (GOI, ES etc) and the CIOs to ensue the annual IT&S services demand is collated and adjusted in a transparent and timely manner prior to validation by the Business
• Support the CIOs to understand their annual IT&S Statement of Charges; before, during and after the publication of these Statements.
• Align with the Finance teams to ensure the Statements are developed to reflect the organisation structure and agreed services and charges.
• Take ownership of a Demand Management workstream toolkit and assets throughout the planning cycle, providing continual process improvement.
Deliverables:
• Ensure the end-to-end Demand Management process is understood and effectively operated and embedded across IT&S
• Lead a Demand Management workstream throughout the lifecycle, identifying and implementing process improvement where necessary
• Manage a partnership with key stakeholders in defining, prioritising and achieving Demand Management objectives
• Work through the End-to-End timeline with workstream stakeholders, ensuring clarity of the scope, required involvement from the stakeholders, gaining their commitment to quality and timescales for delivery
• Provide communication management with active and regular engagement with the various stakeholder communities ie the Demand Management Single Point of Contact (SPOC) network, CIOs, Finance Planners, Service Provider Domain Leads, GOI SMEs, to communicate plans, co-ordinate messages and set expectations
• Monitor workstream performance, managing metrics and providing input to IT&S LT, Governance Board and SPOC presentations, reports and updates.
• Lead and participate in various forums to ensure that Demand Management principles and interests are upheld
• Lead Lessons Learned sessions for CIOs, Service Providers and Finance, leveraging best practices as they apply to Demand Management and introducing Quality Improvement methodologies such as Six Sigma
• Actively contribute to the development of IT&S Business Intimacy, improving current and developing new process, implementing enhanced tools, identifying and presenting to the Governance Board tactical and strategy solutions.
Essential criteria & qualifications
• Educated to Degree level and/or proven experience gained directly through supporting CIOs with IT demand strategy, or as a key Service Provider in IT&S, or from similar roles in a global organisation of similar scale and complexity to [Company]
• The ability to think strategically and understand the Demand Management process through many different lens’ - from the business aspects through to IT operational delivery issues and the underpinning financial goals
• A track record of developing collaborative relationships and successfully influencing peers and leadership teams across divisional and geographic boundaries, with a diverse background with regards to culture, language and experience
• Ability to lead change in complex environments, having confidence when managing conflicting priorities, whilst retaining the support of your stakeholders
• A demonstrated history of high performance and self motivation in a demanding and constantly changing environment
• A good understanding of IT&S Services including Service definitions, charges, service levels, consumption and demand management fulfillment
• Exposure to Financial management
Desirable criteria & qualifications
• Deliver excellent written reports and presentations
• Attention to detail
• Experience in using Microsoft SharePoint
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