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Platform Services Manager - Service Tooling

Pertemps Thames Water
Closing date
30 Jun 2022

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Technology & New Media
Contract Type
Full Time
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Who are we?
Thames Water is the UK's largest water and wastewater company. We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km's of pipes, to keep taps flowing and toilets flushing. We are an essential service and have operated throughout the Covid19 pandemic.

At Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open.

What you'll be doing
The Platform Services Team Manager will lead the development and operation of their platform, encompassing strategic direction and roadmap, through development into in-life operational support and beyond.

A number of Platform Service Teams are being established to build internal competencies around strategic technologies and help Thames Water regain ownership of its technology strategy. The teams will build technical capability through systems and process, define and promote best practice for their platform, and ensure the relevant technical governance is understood and being followed.

The Platform Service Team Manager leads one of these (~10) Platform Services teams which have been conceived along standard 'Centre of Excellence' lines. For the systems and applications that the Platform Services team manages, they will operate a 'run what we build' model, implementing suitable DevOps practices.

The team will establish and execute a strategy for the platform, building, maintaining and supporting it through the full lifecycle of all technologies in use within the platform.
As well as delivering the platform roadmap to meet this strategy, the Platform Services team will provide skilled technical resources to work on approved project or product teams that consume or evolve the services that the platform provides.

We're looking for you to do

Establish and maintain a strategy for the platform and a supporting team charter for the Platform Services team, in support of our overall Digital Strategy and working towards the realisation of our target Enterprise Architecture
Define and deliver a platform roadmap for the continued improvement and on-going maintenance of all component elements
Adopt and embed Agile working practices, and support the evolution of our scaled agile delivery approach, working with other platforms and PPM community as necessary to ensure a joined-up delivery approach
Establish and embed the end-to-end operational support model, working with the Service Operations community and 3rd party suppliers to ensure appropriate response & resolution times are available for dependent business services
Shape and recruit the team required to build enduring internal capability, and work with partner organisations to flex capacity as required
Actively manage the technology suppliers and other 3rd parties that make up the overall platform in line with our Enterprise Sourcing Strategy, ensuring their delivery, service and support obligations are being delivered, and any issues are being heard and being resolved
Agree and operate funding and re-charging mechanisms with Senior IT Team, Finance & programmes, whilst managing the on-going Platform budget
Ensure that KPIs agreed with Senior IT Team and have processes in place for information capture and measurement
Create and manage ongoing communications plan to ensure that the operation and engagement model for the platform is understood
Maintain appropriate stakeholder & communication plans and ensure that potential conflicts and issues are managed
Build a positive team spirit and collaborative culture across the Platform Services team, where the team succeeds and fails together, celebrating, learning and improving as one
Evangelise the benefits of the platform, its technology and the services/capabilities it offers - foster a wider community of consumers and contributors to ensure the scale and success of the platform
Help project and product teams make best use of the platform to meet their own needs, through hands-on support/advice as well as the establishment of guardrails, guidelines and best practice where it makes sense to do so (Centre of Excellence)What Skills are we looking for?

Educated to degree level (BSc) or equivalent
Significant experience as a Technical, Product, Solution Architect or System Design Authority or Development Manager
Experience of working with different IT delivery approaches (waterfall, agile etc.)
Practical experience of defining and delivering technology roadmaps in related technology domains
Experience in working with 3rd party technology partners
Extensive years practical IT technical delivery experience
Demonstrable experience delivering platforms based on service management toolsets that will enable an efficient Service Management capability (specially must have expertise in ServiceNow and its extensive modules & preferably monitoring tooling such as AppDynamics/Solarwinds etc)
Excellent interpersonal skills and is fully experienced at dealing with diverse and senior stakeholders sets
Proficient and effective communicator
Ability to explain complex problems in a simple and effective manner
Experience in building Digital environments
Proficient in the following disciplines: solution architecture, process improvement, stakeholder analysis, business proposals and cost management, supplier relationship managementWhat's in it for you?
Thames Water is a dynamic, rewarding and diverse place to work, with opportunities around every corner. If you join our team, you'll enjoy a fulfilling career, flexible working arrangements and really great benefits. We're also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader employer. We deliver life's essential service so our customers, communities and the environment can thrive.

Click here to find out more aboutworking at Thames Water
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