Service Operations Lead

Job description

Job Type

IT

Location

Bracknell Campus

Partnership Level

6

Closing Date

08/12/2024

Vacancy Type

Permanent

Salary

£57,600.00 - £92,400.00 Annual

Salary Frequency

Annual

Hours of Work

N/A

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We want all of our Partners to have a good work-life balance and we support flexible working. This might mean flexible or compressed hours, job sharing or shorter hour contracts, where it is possible to do so. Please discuss this further with the hiring manager during your interview.

Our Purpose

Working in Partnership for a happier world – our shared Purpose that guides us in everything we do and inspires 3 important principles; happier people, happier business, happier world. The John Lewis Partnership is a truly unique business, one that seeks to make a positive difference to the lives of everyone.

At a glance

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Working pattern/flexible working - e.g. This is a hybrid working role, therefore your time will primarily be split between working from home and the Bracknell Head Office. However, there will also be an expectation to visit other locations as the need arises such as our London Office or Supplier Offices. The Partnership has adopted a hybrid working approach meaning you'll be able to work a mixture between the office and home based upon your personal needs whilst balancing the needs of the business. The Service Management Team are required to attend the Bracknell Office 1 day a week to connect and on a more ad-hoc basis and attend key meetings. 

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Contract type - One permanent role

About the role

The Service Operations Lead role sits within the dynamic environment of the Service Operations Team part of the broader Service Management function within the Technology and Transformation directorate of the John Lewis Partnership. Service Operations support the smooth running of IT Operations within the Partnership, providing oversight, governance and controls across the end to end IT landscape.

As the Service Operations Lead you will ensure the smooth running of technical operations, maintaining end to end visibility of the IT Operational landscape and effective controls around IT change, incident, problem and request management. You will maintain a level of assurance that operational activities across Technology and Transformation are effective and compliant. You will work closely with the Service Delivery Managers/Leads and the SIAM Service Operations functions to quality assess the operational processes and provide input and guidance where amendments are required. You will provide JLP input into the management of major incidents, coordinating JLP communications and acting as a point of escalation. You will also be producing and analysing operational data providing operational insight. This role is also responsible for monitoring the operational performance of the IT Service Centre and Operations Bridge functions, ensuring that SLAs are maintained and acceptable levels of customer service, intervening as necessary to improve customer experience.

 

Key responsibilities 

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Ensure that Service Management Operational Processes (Incident, problem, change & request) continue to operate effectively and meet the needs of the Partnership

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Proactive monitoring and incident response of the 24x7 Operations Bridge, ensuring that they effectively triage and manage incidents, adhering to the agreed processes

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Ensure PITSC is meeting or exceeding all agreed service levels

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Work closely with the Service Delivery Managers to produce weekly and monthly reporting.

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Ensure that the SIAM strategy for Event Management is developed and implemented, meeting JLP requirements

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Ensure that all hygiene factors from the operational processes are being carried out, eg Post Incident Review, Problem and Change Actions.

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Produce and provide ad hoc reports to illustrate Service Operations trending as well as performance of the Partnership IT Service Centre

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Direct & guide SIAM Process Leads as to process deficiencies.

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You will be an experienced and recognised participating member of the operational community, representing the interests of JLP and Service Management at key operational meetings. 

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You will work closely with the other Service Management areas.

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You will assist the Service Delivery managers in the management of complex operational outcomes, spanning multiple product areas.

 Essential Skills you’ll need:

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Proven experience of working in an Service Operations environment and extensive working knowledge of the ITIL Service Operations processes.

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Significant and demonstrable experience working in IT Service Management including its use within Agile Product Teams.

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Experience of managing an IT Support Desk, with a thorough understanding of key SLAs & KPIs in this area.

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Extensive experience in managing and coordinating complex IT major incidents as a Major Incident Manager.

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Experience of working in a heavily outsourced IT environment under a SIAM model

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ITIL v3/4 practitioner or equivalent experience

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A comprehensive working knowledge of ServiceNow

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A credible and established expertise with good commercial and operational expertise, who is able to demonstrate extensive knowledge and hands-on experience in building positive relationships, including third parties.

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An intuitive leader with the ability to coach others and effectively facilitate stakeholder sessions as needed.

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Proven ability to thrive in high-pressure, fast-paced environments, with advanced problem-solving abilities, strong analytical thinking, and meticulous attention to detail.

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Outstanding verbal and written communication skills that go beyond “tech talk” – the ability to translate complex IT matters to those without an IT background.

Desirable Skills

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Working knowledge of Agile methodologies e.g SCRUM/Kanban.

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Experience working within an Enterprise Retail IT environment

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Familiarity with the Atlassian Tool Set (Jira/Confluence)

Next Steps: 

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The application form consists of a CV upload, followed by application questions. Please save the application questions to a Google docs before entering on Workday.

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The application form consists of a CV upload, followed by application questions. Please visit - https://www.jlpjobs.com/how-to-apply/journey/ to understand more about application and hiring process.

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Internal applicants: Please copy and paste this link on to the browser to view job outline - https://drive.google.com/file/d/1Q2iZYDHbGn60TrX5M27cZA2EvrNo8udA/view?usp=sharing

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Link Required

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You'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you. 

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Please note : we sometimes close vacancies early in the event of a large response, so we recommend you apply as early as possible. 

 

Benefits of the Partnership and the role

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- Hybrid Working. 

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️ - Full - time working holiday entitlement 22 days holiday (25 if PL7 or above), plus public and bank holidays (this is prorated for part time hours).

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⚖ - Excellent work life balance, including focus on well being and flexible working and our marketing leading equal parenthood leave Policy.

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- Defined Contribution pension scheme where your contributions will be matched by the Partnership (up to 8% of pay) and, after three years’ service, you’ll receive an additional Partnership contribution of 4% of pay, regardless of whether you pay in or not.

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- You’ll get Partnership discount in store and online once you complete your Earning Membership period. That’s 25% off in John Lewis (12% off electrical products, some exclusions apply) and 20% in Waitrose (some exclusions apply) You’ll also be able to nominate someone you live with to share your discount.

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- Simple cycle to work support scheme.

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- We’re really proud of our exclusive hotels based in some of Britain’s most beautiful areas and once you’ve been with us for three months, you’re welcome to explore them.

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Optional - specific to role/level: 

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- Health Care cover (level applicable)

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- Learn more about our extensive range of exciting benefits that you could enjoy when you join us, visit - ttps://www.jlpjobs.com/about/benefits/

At the John Lewis Partnership, we embrace our differences. We want you to be you. Because, well, we know you're at your best when you're free to be yourself. Being a truly inclusive employer to us means creating an environment which celebrates your contribution, regardless of age, gender, race, ethnicity, disability, sexual orientation, social background, religion or belief. It's why we've set our own aim to become the UK’s most inclusive business - for our Partners (employees) and our customers. We firmly believe that our future success lies in diversity of thought from all Partners and it's integral in our mission to build a happier world. We welcome applications from everyone interested in working for us. And, once you're a Partner, your differences will make all the difference. Find out more about D&I in the Partnership here - https://www.jlpjobs.com/about/diversityandinclusion/