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Head of IT Transitional Services & Governance Full Time

at TalkTalk Manchester in Manchester (Published at 07-12-2023)



The Head of IT Transitional Services and Governance will serve as the primary liaison between IT TT Consumer and Platform Tech & Security]. They will be accountable for governing and reporting against the delivery and in-life running of the service (as per the TSA) and effective planning and management of the service during the closure of the TSA agreement migration activities.


You will be accountable for the management and delivery of the agreed exit criteria of the TSA working with partner and interal/external stakeholders.


You will supervise staff and projects, motivating and mentoring staff to hit goals and produce successful materials for clients, as well as providing feedback. You will establish and maintain relationships and serve as the point of contact and liaison for customers.



The role expectations are defined by the following:



Service Definition




  • You will be accountable for defining and documenting TSA Service Requirements including Service Levels, Service Reporting, the Governance and Engagement Model.



  • You will be responsible for working closely with the project team and raising risks. You will manage risks to mitigation, resolution or acceptance. You will work with the Commercial team to define appropriate measures to provide contractual cover.



  • You will engage with senior management and gather senior leadership sign off for TSA service model.



  • You will agree the budgets and financial governance required to run the account.



  • You will work with TSA drafting team to ensure the TSA reflects service to be provided. You will ensure that outstanding TalkTalk risks are mitigated by contractual cover. You will provide a holistic view to ensure all service elements are catered for.




In-Life Account Management




  • You will provide a single point of contact for internal and external account management. You will work proactively with the buyer and establish strong working relationships and a mutual trust. You will be accountable for the management and resolution of escalations from both external and internal stakeholders. You will be accountable for management of the budget and adherence thereof.



  • You will coordinate change requests to ensure timely quotes are created for the [partner] which meet both the needs of the [partner] and the requirements of TalkTalk.



  • You will be accountable for the effective governance and engagement model, including: Monthly Account reviews with [partner], Internal stakeholder and alignment to key decisions, Manage risks and Reporting deviations to P&L.



  • You will lead cross functional teams to ensure the performance levels adhere to the contractual obligations. You will be accountable for delivering monthly reporting on key performance measures to both the buyer and TalkTalk, ensuring Service Improvement activity and responsible for effective management of key initiatives to run the service within the commercial parameters.




TSA Service Exit / Transition Migration




  • You will continually proactively review and update reporting, governance and engagement models to reflect the current and future migration of TSA services.



  • Working closely with the Migration teams, you will align and where necessary provide guidance and support to assure the orderly migration and/or cessation of services in order to limit service impact. You will proactively provide recommendations to the TalkTalk leadership team in preparation for each migration / transition milestones Go / No Go decision.



  • You will provide guidance and advice to TalkTalk Commercial and Service teams ensure TalkTalk services are maintained and contracts are novated / updated / terminated in a timely manner.




As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.



We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.



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