Service Owner
Calor Gas
- Warwick
- £70,000-85,000 per year
- Permanent
- Full-time
- To be a great place to work
- To be more effective through simplification
- To digitalise
- To grow
- Commercial Applications
- Operational Applications
- Supporting Applications
- Salesforce Sales & Service Cloud CRM, including
- Experian EDQ,
- Nintex DocGen,
- Docusign integrated services
- Calor's Customer Portals - Calor Account Online and Dealer Network Portal
- OnBase Document Management System
- Kofax Document Scanning Solution
- Magento One Shop/Bottle Shop & eCRA Mendix Portal
- TextLocal SMS Service
- Driving the continuous delivery of changes to enhance business performance, including working with SaaS providers to influence product improvements
- Identifying opportunities to simplify the application estate to optimise Operational Costs and streamline support models.
- Managing the application estate and drive SaaS vendors and internal teams to achieve the above goals.
- Work across Calor's Transformation Organisation and Business teams to
- provide a seamless internal customer experience
- identify, prioritize, and plan technology-enabled process improvement demand
- manage delivery of product backlogs arising from process improvement demand
- Work with business functional stakeholders to develop product roadmaps aligned to business plans
- Manage product vendor relationships
- Manage AMS vendor relationship, including contract management, SLA monitoring and enforcement, issue escalation
- Manage vendor relationships with key solution providers such as Salesforce, Portals, DMS etc.
- Work with Accounts Payable teams to address vendor invoicing issues to ensure vendors are paid in a timely manner
- Identify, evaluate, and recommend application landscape optimization opportunities
- Work with budget holder to plan optimization opportunities
- Plan and own the delivery of approved application landscape optimization opportunities, including resource, schedule and budget planning and management
- Drive the continuous delivery of changes to enhance business performance, including working with SaaS providers to influence product roadmap
- Identify, plan, and implement standard processes for continuous improvement
- Identify, plan, and implement opportunities to simplify application support models to optimize Operational Expenditure and streamline support models
- Work with SHVE shared services teams (such as Cloud COE, Integration Competency Centre) to plan and deliver changes to address incidents and deliver service improvements
- Provide regular status reporting in line with cross-portfolio status reporting cadence
- Solid and proven experience in a commercially-focused technology delivery role, with demonstrable experience of CRM and Customer Portal systems
- Product management experience working with Salesforce CRM and document management systems in an integrated environment
- Extensive experience managing a multi-vendor landscape
- Software Lifecycle & Release Management
- Budget and resource management
- Demonstrable experience managing/coordinating cross-functional teams
- Delivering on time to cost/quality
- Collaboration and negotiation skills
- Preparing and providing commercial system demonstrations to the team, business partners and leadership, including end user support
- Ability to operate in an off-shore/on-shore resource model
- Strong workshop facilitation experience
- Demonstratable experience managing small-medium, multi-functional teams
- Experience managing agile delivery teams
- Experience in the oil & gas or utility sector
- Experience working with ERP software
- Company Car or Cash allowance
- Performance related Bonus
- Hybrid working
- Private medical provided by BUPA
- 25 days annual leave + 8 bank holidays
- Cycle to work scheme
- Retailor discounts