Hypercare Manager

Operation Transition Manager (Hypercare)
Salary Competitive
Hybrid Working Between Manchester and Nottingham sites.Competitive Salary plus benefitsThe RoleThe Hypercare Manager is a key role within the DCC, responsible delivering and validating new services into live.You will perform a critical Validate, Learn & Assure role, ensuring that DCC and its industry partners understand and operate new capabilities in an efficient, customer focused and compliant way.The dimensions of the team will cover all new and existing change programmes, across the full DCC and Service Provider landscape. Its scope includes the incubation and end-to-end validation of all aspects of new change that is delivered into the DCC ecosystem.What will you be doing?Lead a team incubating and industrializing all post-test change and release programmes enabling a smooth transition for scale in-life Service Operations. This will also include having responsibility of managing and controlling the migration process including the validation of migration files, real time monitoring of SMETS1 installation migrations, error, and incident management liaising with key stakeholders across DCC and DCC Users.Act as the primary contact for DCC Users during migrations (defined as post migration authorisation up to commissioning of installations) and manage escalations from such Users.Management of incident logging from DCC Users (and Service Providers who have no direct access to the Service Management System) and the appropriate control of incident resolution and closure.Will support the delivery of new services into a live Service Operational function - testing process, design, service, and system changes against expected functionality.Will champion operational and customer requirements creating an environment of challenge, support, knowledge transfer and continuous improvement.Will build strong and productive working relations with Service Transition, Core Operations, Customer and Service Management to ensure process alignment is in place and entry and exit criteria is supported.Will work closely with test, design, and transition to ensure functionality and process is working as designed. Identifying and adding a hyper-care and contingency approach for any work off plans and new defect detection until solution or agreeable work around can be found.Will work closely with the DCC Service Centre and External Support Providers/Third Parties to ensure readiness for new services/enhancements through assisting with UAT (User Acceptance Test), Knowledge Capture and Training, hi-lighting any gaps, risks or issues and support in successful resolution.What are we looking for?Working as a management lead within technical and/or operational change environments, preferably within Energy or Telecoms industriesThe ability to influence and instil confidence at a Senior level through exercised ownership of incidents.Working with suppliers and customers to achieve mutually agreed objectives.Experience managing cross-functional matrix teams to successfully turn around failure.Managing diverse, multi-disciplinary teams to deliver clear outcomes and objectives.Effective stakeholder management, across all levels of an organisationExperience and Influence of delivery and/or implementation of complex change projects into multi-stakeholder operational and technical environmentsAssessing risk and making risk-based recommendations and decisions Practical working knowledge of ITIL (Information Technology Infrastructure Library) framework and its applicationPractical working knowledge of Programme/Project management methodologiesAbout the DCC:At the DCC, we believe in making Britain more connected, so we can all lead smarter, greener lives. That desire to make a difference is what drives us every day and it wouldn’t be possible without our people. Each person at the DCC brings a special kind of power to the business, and if you join us, we’ll give you the means to unleash yours. Here, we depend on each other and hold each other accountable. You have the power to challenge and make change, to take the initiative and enjoy real responsibility. Whether it’s doing purposeful work, helping us grow or building the career you want – we’ll give you the support to do it all. Our secure network for smart meters is transforming Britain’s energy system and helping the country’s fight against climate change: we want you to be part of our journey.Company benefits:The DCC’s continued success depends on our people. It’s important to us that you enjoy coming to work, and feel healthy, happy, and rewarded. In this role, you’ll have access to a range of benefits which you can choose from to create a personalized plan unique to your lifestyle.If there are any questions you’d like to ask before applying, please contact ##### or complete your application, so we can learn more about you. Your application will be carefully considered, and you’ll hear from us regarding its progress.Join the DCC and discover the power of you.What to do nowChoose ‘Apply now’ to fill out our short application, so that we can find out more about you. If you have any questions you’d like to ask before applying, please contact ##### Opportunity StatementThe parent company, Capita Plc*, are a leading UK provider of technology enabled business services. We’re supporting and improving the lives of millions of people every day and we can only do this with the right people in place, working towards a shared goal. We encourage an open, honest working environment where everyone can be true to themselves, and people are valued for their differences. We’re always challenging each other to learn and improve, because we know when we work together, we can deliver better outcomes. We work across such a huge range of businesses and sectors, that you’ll have the opportunity to grow and develop your career in any number of directions. You’ll also become part of a network of 63,000 experienced, innovative, and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do deliver. Our purpose is to create a better outcome for you.
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