POL00401680
POL00401680
Post Office Limited - Document Classification: INTERNAL
Service Delivery Manager -
Data Services
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POL00401680
POL00401680
About Post Office
The Post Office has thrived at the heart of high streets and local communities across the UK for
over 370 years. As one of the country’s most trusted brands, we take our commitment to
providing essential services to customers across the UK very seriously.
We're the UK’s largest retail network, as well as the largest financial services provider in the UK,
with over 11,600 branches nationwide - more than all of the UK's banks and building societies
put together.
We know that the best way to provide a great service for customers is to evolve our business
and adapt to their changing needs. That’s why we have a range of over 170 products and
services, from personal financial services like banking, insurance, payments and travel money,
to telecoms and, of course, mails. And we’re improving our online and in store experience for
customers. We know that our customers never stop changing, so neither will we.
Securing the future Post Office’s future:
We are working hard to ensure that the next chapter of the Post Office’s history is a bright one.
We are the current guardians of an iconic business and we want to hand over a thriving network
of branches which can continue to provide essential products and services for our customers for
many years to come. This is a uniquely exciting and challenging time for the Post Office - we’re
shaping the future and creating a business we can all be proud of.
Working at the Post Office:
Post Office colleagues are the driving force behind our business. Whether they are in our
branches or supporting from our offices, we are proud of the energy, commitment and customer
focus our people all have in common.
All Post Office people are guided by our three values and behaviours, see Code of Business
Standards:
We care by always thinking customer
We strive to make things ever better through honest challenge
We commit to decisive deliver
The basics
Job Title: Service Delivery Manager — Data Services
Grade: 3B
Post Reports to: Head of Reference Data Services
Division: As applicable
Business Unit: As applicable
Budget Accountability: £0
Number of Direct Reports: 4
Location: Chesterfield
The purpose of the role
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POL00401680
POL00401680
Post Office Limited - Document Classification: INTERNAL
Post Office drive a high volume of change to horizon through reference data, it is imperative
these changes are implemented successfully in a controlled manner. The Data Services Service
Delivery Manager is responsible for leading the development team, prioritizing demand and
working with key senior stakeholders to ensure smooth delivery of these changes into
production.
Principal accountabilities
e Accountable for the overall delivery and release of product reference data changes — All product
reference data changes are created by the development team, it is the SDM’s responsibility that
these changes are delivered without error and the correct governance is in place for each change.
Product reference data drives the network’s Point of Sale system (currently Horizon) and the
POL website plus many other downstream interfaces so it is crucial that this is delivered in a
timely and controlled manner into production.
e Lead and line manage the development team — Responsibilities include: escalation point for any
risks and/or issues, ensuring the team have the right tools to do their job, processes are in place
and effective, encouraging individuals to express ideas and assist them in their personal
development, managing the team’s skills matrix and succession planning.
e Senior stakeholder management and engagement — Primary contact for Portfolio leads. - The
SDM is responsible for ensuring that the businesses projects’ priorities are managed in
conjunction with the development team’s resource plan and skills matrix. The SDM will also
need to have a close working relationship with 3“ party suppliers such as Fujitsu.
© Owner of resource Pipeline Capacity plan — In conjunction with the above stakeholder
management, the SDM will own the Capacity Plan, update it again in conjunction with the team
resource plan and skills matrix and share on a regular basis as agreed with stakeholders. The
SDM will chair the weekly meeting with Portfolio Leads across all areas of the business,
highlighting any pipeline issues and steering decisions on prioritisation.
e Understand the customers’ and Postmasters’ needs and know how to track, manage, escalate
and communicate at all levels.
e Manage Impact Assessment responses — as part of the Request to Quote process, Data Services
must provide a cost, time and effort-based quote.
e Establish and refine delivery processes of product reference data to drive efficiency
e Link in with the test team lead — Establish a professional close working relationship with the test
team to ensure smooth delivery of product refence data changes
e Chair Change Advisory Boards — The SDM is responsible for the set up and chairing of the
CAB’s to ensure that all product reference data changes have been signed off by the appropriate
business areas prior to release to allow visibility across the business areas. It is the SDM’s
responsibility to ensure the correct approvals in place and communicate this.
e Manage monthly revenue forecasting - The SDM is responsible for proactively forecasting and
tracking revenue for the Data Services Team.
e Escalation point for issues in the product data team area — both project related and ‘business as
usual’
e Update Team timesheets for project engagement — The SDM is responsible for ensuring that
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POL00401680
POL00401680
Post Office Limited - Document Classification: INTERNAL
project resources submit timesheets to enable cross-charging across the business
e Identify and implement process & service improvements — Responsible for ensuring that
processes continue to be fit for purpose and that continuous service improvements are made
where required.
e Maintain positive relationships with customers and key stakeholders and drive service review
meetings covering performance & improvements
e Responsible for ensuring compliance with any specific legislative, regulatory, or contractual
requirements, including all POL policies, such as; the key policies and procedures on
Confidentiality, Conflict of Interest, Business Continuity, Data Protection and Equal
Opportunities,
e Coach, mentor and develop staff, including overseeing new employee on-boarding and providing
career development planning and opportunities.
e Empower employees to take responsibility for their jobs and goals. Delegate responsibility and
expect accountability and regular feedback.
Qualifications, experience and skills
¢ Qualification in ITIL Practitioner and Service Operations
e Leadership - Motivate and lead their team effectively and to ensure that employees have the
knowledge they need to do their jobs well. Encourage others to think for themselves and allow
them to express their creative side. Guide teams to focus on the output rather than the process
e Communication Skills - Strong interpersonal skills, ability to communicate with their team and
with external and internal senior stakeholders, give clear instructions, set expectations and
provide great customer service
¢ Create and maintain valuable relationships — Stakeholder/customer relationships are key to this role to be able to
plan and prioritise
e Computer Skills - The administrative side of this role requires sound computer skills — including
all aspects of Office 365, SuccessFactors, MS Project, Visio, MDM and Credence
e Teamwork — Ability to work as a team is crucial to take on tasks during busier periods to help
colleagues, and to be of assistance or offer guidance to other members of staff. Know how to
build a successful delivery team
Where does this role fit in with the rest of the team?
(Include job titles and grades)
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POL00401680
POL00401680
Post Office Limited - Document Classification: INTERNAL
Project Developer
I
‘APADC Developer
Lead Data on
Consultant (3a)
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