Service Architect

Job Description

We have a brand-new opportunity for a Service Architect to join our Service Management and Transition capability.

This is a key role to lead and support/govern the service design on all initiatives that impact our Business Services to ensure we deliver service excellence and put customer experience at the heart of our decision making.

You will be responsible for supporting the delivery, on-going success and continual improvement of our services. You will influence and mentor others and work closely with the Service Management & Transition team, business owners, delivery colleagues and other architecture teams to ensure we are aligned and always considering the impact to Service.

You will set direction, assure the quality of design delivery across teams and can lead multiple or highly complex service designs.

Key responsibilities

• Visualising Business Services holistically across all touchpoints, constantly considering the wider impact of the service design and positively influencing the service experience for our customers.
• Establish strong stakeholder relationships with the wider team and stakeholders across the business to develop changes that improve performance and customer experience through improved processes, systems, and procedures.
• Introduction of service design tools to clearly storyboard service experiences and create service blueprints.
• Define and create high quality service design artefacts that help to visualise and simplify complex services.
• Provide support and coaching to members of the transition team in use of service design tools, methodologies and producing the service design deliverables.

Who we are

The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK's biggest companies too.

Diverse, high performing teams - jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions.

Together, we are Virgin Media O2, and we can't wait to see what you can do.

Accessible, inclusive and equitable for all

Virgin Media O2 is an equal opportunities employer and we're working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us.

The must haves

• ITILv3/v4 certified
• A track record of successfully designing and implementing new or improved service designs and service models
• Proficiency in Service Design tools such as storyboards, design scenarios, service blueprints, customer lifecycle maps etc
• Experience of working within complex and large-scale transformation programmes

The other stuff we are looking for

• Proven commercial foresight and excellent communication and presentation skills, with a passion for building positive relationships across the business.
• Experience and accreditation of core project management tools and methodologies.
• Proven experience in influencing, changing and impacting critical decisions with both internal and external partners.
• Experience in engaging, motivating, and mentoring colleagues, acting as a role model to inspire and empower others.

What's in it for you

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

Next steps

If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application the next steps of the process, if successful, are likely to include a competency based interview

When you apply, 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.

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you’re offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.

Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.

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