Service Engagement Lead

Role Purpose

The Service Engagement Lead – Network Services acts as the primary interface between Network Services and its consumers, including Lines of Business (LOBs) and peer technology teams.

The role represents the voice of the consumer within Network Services, ensuring customer needs, expectations, and priorities are clearly understood, translated, and acted upon. In parallel, the role establishes and operates a robust governance framework for the Network Services service catalogue, working closely with Service Catalogue Owners to drive clarity, accountability, and continuous service improvement.

This is a highly visible role requiring strong stakeholder engagement, service management acumen, and the credibility to operate effectively with senior business and technology leaders.

Key Responsibilities:

Consumer Engagement & Advocacy

• Serve as the single, trusted point of contact for consumers of Network Services across Lines of Business and Technology.
• Build and sustain strong relationships with senior stakeholders, platform teams, and delivery organisations.
• Represent consumer needs, priorities, and pain points to Network Services leadership, engineering, and operations teams.
• Ensure service consumers have a clear understanding of:
  • The services provided by Network Services
  • Engagement and escalation pathways
  • Expected service levels, outcomes, and responsibilities
  • Proactively gather feedback through formal engagement forums, service reviews, and ad-hoc interactions.

Voice of the Consumer within Network Services

• Translate consumer feedback into clear, actionable service improvement initiatives in partnership with engineering, operations, and product teams.
• Ensure Network Services roadmaps, initiatives, and investment decisions are aligned to consumer outcomes.
• Provide constructive challenge where services lack clarity or are misaligned to consumer needs.
• Champion simplification, standardisation, and improvements to the overall service experience across the network estate.

Service Catalogue Governance & Ownership

• Design, establish, and operate a formal governance framework for the Network Services service catalogue.
• Partner with Service Catalogue Owners to ensure:
  • Clear and consistent service definitions
  • Defined ownership and accountability
  • Documented service characteristics (scope, inputs/outputs, SLAs, dependencies)
• Chair or facilitate service catalogue governance forums covering:
  • Service onboarding and retirement
  • Changes to service scope or commitments
  • Issue escalation and decision tracking
  • Ensure the service catalogue remains accurate, current, and easily consumable for both business and technology audiences.

Service Transparency & Communication

• Drive consistency and quality in how Network Services communicates service performance, change, and risk.
• Support development of service-level artefacts, including:
  • Service overviews and summaries
  • Engagement models and escalation pathways
  • Service performance, health, and risk reporting
  • Ensure consumers receive timely, clear communication relating to incidents, changes, and service evolution.

Continuous Improvement & Service Maturity

• Identify gaps in service maturity and work with Network Services teams to address them.
• Track recurring themes, trends, and systemic issues across consumers to inform prioritisation and roadmap decisions.
• Support adoption of service management best practices, including clear ownership, lifecycle management, and customer experience focus.
• Measure and report on the effectiveness of service engagement and overall consumer satisfaction.

Key Stakeholders

• Lines of Business technology leaders
• Enterprise and platform technology teams
• Network Services leadership, engineering, and operations teams
• Service Catalogue Owners
• Risk, controls, and governance partners (as applicable)

Required Skills & Experience

Essential

• Proven experience in service engagement, service management, or relationship management within a large technology organisation.
• Strong understanding of network services or infrastructure-based technology domains.
• Demonstrated ability to act as a customer advocate while influencing internal delivery teams.
• Experience establishing or operating service governance frameworks or service catalogues.
• Excellent stakeholder management and communication skills, including engagement with senior leaders.
• Ability to translate complex technical concepts into clear, consumer-focused language.

Desirable

• Experience working in a matrixed, regulated, or financial services environment.
• Familiarity with ITIL or service management principles (certification not required).
• Experience driving service maturity improvements or operating model change.

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