Service Governance Manager

Location: Salford Quays, M5 3TT (Hybrid working)

Contract Type: Full Time


Technology and Platform Tech & Security, and continued governance of services supplied as well as agreements in transition or in-life.

You will be responsible for reporting against the delivery and in-life running of services and effective planning and management of the transition of service during the closure of the TSA agreement migration activities against agreed exit criteria working with partner and internal/external stakeholders.

You will lead & supervise individuals, virtual teams and projects, supporting them to hit goals and produce successful materials for clients, as well as providing feedback. You will establish and maintain relationships and serve as the point of contact and liaison for customers and partners of as well as stakeholders within TalkTalk.

The role expectations are defined by the following:

Service Definition

  • You will be responsible for managing and documenting TSA Service Requirements including Service Levels, Service Reporting, the Governance and Engagement Model.
  • You will be responsible for working closely with the project team and raising risks. You will manage risks to mitigation, resolution or acceptance. You will work with the Commercial team to manage appropriate measures to provide contractual cover.
  • You will engage with senior management and gather senior leadership sign off for TSA service model.
  • You will support the agreement of budgets and financial governance required to run the account.
  • You will work with TSA & demerger teams ensuring that outstanding TalkTalk risks are mitigated by contractual cover. You will provide a holistic view to ensure all service elements are catered for.

In-Life Account Management

  • You will provide a responsible point of contact for internal and external account management. You will work proactively with the buyer and establish strong working relationships and a mutual trust. You will be responsible for the management and resolution of escalations from both external and internal stakeholders. You will be responsible for management of the budget and adherence thereof.
  • You will coordinate change requests to ensure timely quotes are created which meet both the needs of the [partner] and the requirements of TalkTalk.
  • You will be responsible for the effective governance and engagement model, including: Monthly Account reviews, Internal stakeholder and alignment to key decisions, Manage risks and Reporting.
  • You will co-ordinate and support in the leading of cross functional teams to ensure the performance levels adhere to the contractual obligations. You will be responsible for delivering monthly reporting on key performance measures to both the buyer and TalkTalk, ensuring Service Improvement activity and responsible for effective management of key initiatives to run the service within the commercial parameters.

TSA Service Exit / Transition Migration

  • You will continually proactively review and update reporting, governance, and engagement models to reflect the current and future migration of TSA services.
  • Working closely with the Migration teams, you will align and where necessary provide guidance and support to assure the orderly migration and/or cessation of services in order to limit service impact. You will proactively provide recommendations to the TalkTalk leadership team in preparation for each migration / transition milestones Go / No Go decision.
  • You will provide guidance and advice to TalkTalk Commercial and Service teams ensure TalkTalk services are maintained and contracts are novated / updated / terminated in a timely manner.

Essential Experience and Skills

  • Managing and working alongside projects, partners, stakeholders and customers to deliver roadmaps, plans, outcomes and actions. Certifications in PRINCE2, PMP or equivilent certification.
  • Leadership and virtual/matrix team management skills with the ability to guide diverse teams.
  • Stakeholder management, influencing & negotiating decisions, clear communications and relationships building.
  • Monitoring and reporting progress against plan, adjust plan to ensure that projects stay on track or raise risks to relevant governance.
  • Conducting continuous improvement, as well as optimising delivery by improving processes and outcomes.
  • You give clear objectives to team members and enforce deadlines to keep projects on track.

Desirable Experience & Skills

  • Proficiency with MS project management and software engineering delivery tools and methods.
  • Supplier management and commercial contract experience, including RFI, RFP and deal completion.
  • Risk, Issue and dependency management, along with mitigation action planning and delivery.
  • Proactive, positive, organised, enthusiastic, and resilient.

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.


  • My Wellbeing

    We want you to feel good at work — and not just because you’re doing great things for our customers. We run lots of wellbeing initiatives throughout the year.

  • My Products

    We offer all of our people free TalkTalk Fibre, TV and Phone (you’ll be helping us make them what they are, so it’s only fair that you get to enjoy them).

  • My Flexibility

    We all lead different lives and like to work differently, so whether it's working from home or starting and finishing your day later, we’ll give you the flexibility you need to do your best work.

  • My Benefits

    Think company pension scheme, private medical insurance, income protection and life assurance, plus all sorts of other benefits designed to make your life easier.


Service Governance Manager

Location: Salford Quays, M5 3TT

Contract Type: Full Time