Head of CSS (Central Switching Service) PMO Location: Solihull Salary: Competitive Closing Date: Friday 14 December 2018 Head of CSS (Central Switching Service) PMO Responsible for the commercial controls and programme reporting interface between Xoserve and all other parties involved in Ofgem’s Central Switching Programme. Role Accountabilities Accountable for ensuring all contract milestones, deliverables and penalties are visible to the CSS programme team, in time for them to take appropriate action. Accountable for collating quality evidence that all contractual milestones have been met and penalties avoided; and ensuring this evidence is surface at the right times throughout the programme. Accountable for defining and maintaining all reporting standards and artefact templates used externally to represent the progress and performance of the programme. Responsible for all budget tracking and resource tracking, controls and allocations. Responsible for coordinating the programs response to any external or internal programme, legal or commercial assurance requests; and ensuring these are scheduled across the programme well in advance where there is visibility that such activity will become due. Responsible for interfacing with the Xoserve Portfolio Office and coordinating evidence to ensure compliance of the programme of to Xoserve stage-gates. Responsible for producing wholly accurate reports of programme status that can be used externally across a range of stakeholders. Provide all programme governance including management of RAID logs, reporting and financials Specialist/Technical Expertise Demonstrable track record of PMO experience in complex IT and business change portfolios with multiple and diverse stakeholders Exceptional communication skills to all types of stakeholder Preferably hold a recognised project management qualification e.g. Prince 2 or Managing Successful Programmes (MSP) or P3O. Highly developed skills and demonstrated abilities in planning, forecasting and resource planning. Good practical experience of utilising Programme Management Software would be an advantage. Sound abilities in the provision of training, coaching and mentoring to the project and programme management community. Who We Are Xoserve works at the heart of a complex gas industry and through our new strategy, we aim to radically simplify the energy market by maintaining and leveraging industry assets for the benefit of all. We handle data, huge amounts of data. In fact, we’re the custodians of data and key business processes used by the whole of the GB gas industry – including operating the system that allows consumers to change their gas supplier. That system stores data for all 24 million gas meter points in Britain and, along with our talented people, ensures all market participants are invoiced correctly and that the gas market balances every day. Following significant backing from the market, we are in the process of making our final submission to become the utility industry’s new Central Switching Service (CSS) provider. If we are successful, we will extend our valuable people and technology assets to support the electricity side of the utilities market; we will scale our business over the next two years in response to this challenge. Our bid to become the CSS is just one aspect of our journey to make a significant contribution to radically simplifying the energy market. We believe that the value of our data is yet to be realised and that if our customers, innovators and consumers could self-serve and run their own analytics and applications on our data-sets, we will unlock unlimited future value. All of this makes for a vibrant company at a very exciting time. We’re at the heart of a market that needs to change and we believe we will have the best people and technology to unlock this transformation. We are in every sense the right company, in the right place at the right time – we just need to execute our industry changing strategy by adding to our great team. Does this sound like you? We are a platform company – connecting the demand and supply sides of a market, much like Airbnb and Uber. With this in mind, we need people who are comfortable and excited about operating in the middle of a two-sided business model. You will be adept at weighing up the often disparate needs of our customers on either side and take great pride in how we connect them via seamless automated and digital processes. We aspire to be a Customer Centric organisation and we want people who think outside-in and can put themselves inside our customer’s shoes, creating a culture that thinks the way our customers think, communicates with our customers in their language and is hungry for customer insight at all levels. You will build strategic and trusted relationships with our customers and use this insight to drive a significant step change across the business, by creating the conditions that enable the organisation to work together to provide experiences that delight our customers. You will be Data Driven and analytically curious. You will want to know for sure whether we are providing value to our customers, and how we can strive to provide even more by leveraging data and industry assets. You will measure everything, apply deep analytical thinking to the results and use this insight to continuously improve and refine what we do. You will not rest until our customers describe their experience of us as the best in the market. You will be as comfortable with technology and proposition development as you are with relationship management. You will recognise that you cannot deliver a digital first strategy without being technology savvy and managing technology change. You will ensure that everything we deliver is seen as successful by each customer and that we constantly strive to align our delivery approaches to our customer’s needs. MyBehaviours Xoserve has adopted Franklin Covey’s 7 Habits as the core behaviours that we want every one of our people to demonstrate: Be Proactive - Good customer service requires action and good service requires initiative. Both require you to take responsibility for your actions Begin With the End in Mind - Start with a clear destination to ensure the steps you are taking are in the right direction. Great customer experience requires planning, direction and a mutual goal Put First Things First - Have the discipline to prioritise your day-to-day actions based on what is most important, not what is most urgent. A fantastic customer experience is focussed on putting the actions that mean the most to our customers first Think Win-Win - Value and respect people by understanding a ‘win’ for all is ultimately a better long-term resolution. Included in the overall goal is being able to fulfil the needs of our customers Seek First to Understand, Then to Be Understood - Seek to deeply understand through empathic listening. A great customer experience is received when understanding the needs, wants and problems of customers to truly add value where and when it matters Synergise - Combine the strengths of people through positive teamwork, to achieve goals that no one could have done alone. Exceptional customer experience is showing we are willing to explore new ways of working via the synergy of purpose, shared goals and insights Sharpen the Saw - Surrounds all of the other habits and makes each one possible by preserving and enhancing your greatest asset – yourself. In order to be effectively Customer Centric, we need to ensure we are recharged and able to achieve the right outcomes for our customers Xoserve Core Requirements Xoserve prides itself in creating a positive and productive working environment, where all employees can contribute and develop. To enable this, we all commit to: Work in a courteous and professional manner at all times Maintain a focus on the customer always Be flexible in our working hours where business needs require this Undertake our duties and responsibilities in an inclusive and ethical manner, upholding the values of Xoserve Xoserve is an equal employment opportunity employer. We adhere to a policy of making employment decisions without regard to race, ancestry, place of origin, creed, sexual orientation, gender identity, gender expression, age, record of offences, marital status, family status or disability. We promise that your opportunity for employment with us depends solely on your qualifications.