PeopleFirst Service Lead-MyTechnology

Home Based | Other

PeopleFirst Service Lead (Product Manager)
Hybrid/Remote
Full Time 

Package: Up to £50,000 + Benefits

 

We aim to create an inclusive workplace in which everyone can thrive:

 

  • We are a proud Disability Confident Leader and holder of the Silver Inclusive Employer Standard
  • We have reduced our gender pay gap from 10.9% to 6.9% (in the last 12 months) and increased women in leadership roles from 21% to 32% (2018-2022)
  • We have reduced our ethnicity data gap from 40% to 20%, and our disability data gap from 95% to 50% over the last 12 months
  • We were recognised in May 2022 as one of only 3 companies (from 100) to achieve Tier 1 accreditation in the CCLA Mental Health Benchmark Report

 

As a business we advocate flexible working as we know that your time is valuable, both inside and outside of work. We also provide an extensive Employee Assistance Program to include online counselling, webinars, health check-ins and financial wellbeing assistance.

 

Careers in IT Services:

 

IT is at the heart of many of the vital services that Serco provide, from caring for vulnerable people, managing complex public services, to heavy rail and hospital operations. IT Services underpin Serco teams in many of the key public services we deliver in the UK, Europe and globally, making a difference to thousands of people every day.

 

The people in IT Services are passionate about what they do and are proud to make a positive difference to the services that Serco delivers. Working together with the shared goal of providing the best service for our customers, this is what drives the culture and mindset, this is the Serco value and that is why a career with us is so rewarding.

 

The Role:

 

Responsible as a single point of contact for the PeopleFirst solution. Engaging and supporting the business Product owner and the technical teams including Appian, Boomi, ServiceNow, SAP, SuccessFactors, DocuSign OpenText and Standard MyTechnology Services for PeopleFirst Initiatives and improvements.  

 

The PeopleFirst solution has many elements and technologies brought together to deliver the End User solution. A single point of contact is required to pull all these streams together to support the Business Product Owner with Improvements and enhancements. 


Responsibilities:

 

  • Single Pont of contact for PeopleFirst Service.   
  • Responsible for ensuring SLAs and OLAs are in place to meet the needs of the Service and that Service is delivered in line with that commitment. (Including the Service Reviews of the end-to-end service) 
  • Taking ownership of critical incidents, coordinating with all required service/business areas, and establishing effective communication between stakeholders  
  • Own and manage post-incident reviews to ensure continuous improvement actions are recognised, managed and delivered. 
  • Ownership for continuous Service Improvement across PeopleFirst Services; Working closely with the business owners, global process owners. 
  • Co-ordinate and manage all PeopleFirst related Change across IT.   
  • Ownership for Risk Management in relation to PeopleFirst Services. 
  • Developing a clear understanding of active and pipeline projects to gain insights into the scope of service delivery and potential impacts 
  • Providing accurate and regular reports to the management on performance of Service 
  • Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments 
  • Work collaboratively across IT and Business teams on a Global basis. 
  • Overall accountability for the PeopleFirst Service.  
  • Responsible for ensuring SLAs and OLAs are in place to meet the needs of the Service and that Service is delivered in line with that commitment. (Including the Service Reviews of the end-to-end service) 
  • Taking ownership of critical incidents, coordinating with all required service/business areas, and establishing effective communication between stakeholders  
  • Own and manage post-incident reviews to ensure continuous improvement actions are recognised, managed and delivered. 
  • Ownership for continuous Service Improvement across PeopleFirst Services; Working closely with the business owners, global process owners. 
  • Co-ordinate and manage all PeopleFirst related Change across IT.   
  • Ownership for Risk Management in relation to PeopleFirst Services 


Requirements:  

 

  • Excellent Knowledge of ITL 
  • Excellent Verbal and Written Communication Skills 
  • Proficiency in leading both physical and virtual teams 
  • Excellent Operational ability in a diverse, large-scale environment 
  • In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery 
  • Ability to manage and prioritize tasks efficiently 
  • Readiness to demonstrate a proactive attitude 

 

What we offer:

 

  • Company car/cash alternative (band dependent)
  • Bonus Scheme (band dependent)
  • Private healthcare (band dependent)
  • Flexible working considered
  • Pension - 6%
  • Childcare vouchers
  • Bike4Work scheme
  • Chance to contribute to innovation in the public services
  • A company passionate about diversity and inclusion

 

We encourage you to apply even if you don't match every single aspect of the job description. We're looking for great people and are big on career development, so we're open to reviewing all applications.

 

About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.


By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 


Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 


At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. 


At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

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Reference
280120-en_GB
Contract Type
Expiry Date
22/12/2022 02:54:00
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