Service Owner – Commercial Applications

Location: Warwick – Tachbrook Park

Position: Permanent, Hybrid

Salary: £70,000 - £85,000

Why Work with Us:

At Calor, we believe in making a positive impact every day. Joining our team means joining a company with a clear mission and strong values. We offer a supportive and collaborative work environment where your contributions are valued, and your potential is nurtured.

Overview

Calor’s Mission Statement to keep Customers Safe, Warm, Working, and Informed will be achieved through the success of its five main objectives:

1. To delight its customers
2. To be a great place to work
3. To be more effective through simplification
4. To digitalise
5. To grow

To ensure the focus on these objectives, Calor has recently re-organised its Tech and Digital function. The Application & Platforms Team comprises three portfolios:

• Commercial Applications
• Operational Applications
• Supporting Applications

The primary responsibility of the Service Owner – Commercial Applications will be to manage the estate of SaaS and on prem products, ensuring the applications support the business as expected and incidents are managed according to agreed vendor SLAs. The applications in this portfolio can be categorised as follows:

• 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

In addition to application management, the Service Owner – Commercial Applications is responsible for

• 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.

Key Responsibilities:

• 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 1-2 years out.
• Manage each product vendor relationship, including contract management, issue escalation and product improvement initiatives.
• Manage each 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.

Key Skills and Experience:

• Solid and proven experience in a commercially-focussed technology delivery role, with demonstrable experience of CRM and Customer Portal systems.
• Proven product management experience working with Salesforce CRM and document management systems, in an integrated environment
• Extensive experience managing a multi-vendor landscape, including contract negotiation, SLA measurement / tracking, relationship, and escalation management.
• 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.

Desirable:

• Experience in the oil & gas or utility sector.
• Experience working with ERP software.

What we can offer you!

• 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 and many, many more!

For a full list of our benefits visit: https://www.calor.co.uk/about-us/careers

Don’t tick all the boxes?

At Calor, we believe in the power of diverse perspectives and unique talents. We understand that candidates may not tick every box on the list, and that's okay! We value individuality, creativity, and the ability to learn and adapt.

If you're passionate about making a positive impact, committed to growth, and bring something special to the table, we encourage you to apply. We believe in unlocking potential and providing opportunities for personal and professional development.

Join us at Calor, where your unique qualities are recognised, appreciated, and celebrated. We're more than a checklist – we're a community of individuals driving innovation and positive change.

Are you ready to be part of a mission-driven team dedicated to keeping our customers safe, warm, working, and informed? Look no further – Calor is seeking a dynamic and proactive Service Owner for our Commercial Applications.