Collaboration Domain Owner - Reading, Berkshire

We’re looking for a decisive and delivery-driven Collaboration Domain Owner to take full accountability for the end-to-end lifecycle of workplace collaboration services. From initial provisioning through to support, optimisation, and decommissioning, you will own every stage—ensuring services are resilient, well-governed, and continuously improved for maximum impact.

This role spans AV, booking, kiosk, vending, and print services, with a mandate to embed product-led practices, simplify governance, and elevate the end-user experience across the digital workplace.

What you’ll be doing as a Collaboration Domain Owner:

• End-to-End Service Ownership: Own the full lifecycle of collaboration services—from strategy and design through deployment, support, optimisation, and retirement. Ensure each service stream is governed with clear roles, risk overlays, and performance measures. Drive continuous improvement through usage insights, vendor feedback, and user experience metrics.
• AV & Conferencing: Lead AV equipment provisioning, installation, and decommissioning with full lifecycle accountability. Govern AV conferencing platforms, including dashboarding, reporting, and proactive support. Ensure AV services are accessible, sustainable, and aligned to workplace experience goals.
• Room & Desk Booking: Own tooling strategy and lifecycle for room and desk booking systems. Manage installation, support, and decommissioning with clear governance and vendor alignment. Optimise booking flows to support hybrid work and space utilisation.
• Kiosk & Vending: Oversee support models for IT kiosks and vending machines. Ensure uptime, usability, and integration with broader workplace tooling. Manage lifecycle transitions and vendor coordination.
• Print Services: Own the full lifecycle of print infrastructure and services—from procurement to secure release and decommissioning. Govern user access, queue management, mobile printing, and consumables. Monitor usage, manage setup, and drive sustainability across print operations.
• Vendor & Experience Management: Manage relationships with OEMs, logistics providers, and service vendors across all collaboration domains. Evaluate and implement experience tooling solutions that enhance service delivery and user satisfaction. Ensure vendor performance aligns with SLAs, compliance, and lifecycle expectations.
• Governance & Risk: Embed simplified governance frameworks across all services, ensuring accountability and transparency. Map roles, responsibilities, and risk overlays for each service stream. Monitor service health, user feedback, and operational risks—driving mitigations and improvements.
• Continuous Improvement: Champion product-led delivery practices across collaboration domains. Use data, dashboards, and user insights to iterate services and tooling. Align collaboration services with broader digital workplace transformation goals.

Base location: Hybrid – Clearwater Court, Reading.
Working pattern: 36 hours Monday to Friday.

Person Specification:

• Essential Qualifications: Educated to degree level or equivalent experience. ITSM – ITIL Foundation as a minimum.
• Essential Experience: Strong grasp of service ownership, vendor management, and tooling ecosystems. Proven experience managing workplace technology services end-to-end. Ability to translate technical concepts into actionable models and governance frameworks. Familiarity with M365, identity & access, and infrastructure principles. Good technical SME background and experience with relevant products.
• Essential Technical Skills: Familiarity with AV endpoints (displays, microphones, speakers, control panels), room kits, and conferencing setups. Experience with Microsoft Teams Rooms, Zoom Rooms, or similar platforms. Understanding of bandwidth, latency, and AV-over-IP principles. Familiarity with cloud-based print solutions and mobile enablement. Knowledge of badge release systems, secure print protocols, and identity integration. Experience with digital signage, kiosk OS platforms, and vending telemetry. Understanding of NFC, barcode scanners, and touch interfaces. Proficiency with tools like GoBright, Microsoft Bookings, or custom-built solutions. Experience with platforms like ServiceNow or Jira for service catalogues, incidents, and changes. Ability to evaluate, onboard, and govern OEMs, logistics providers, and service partners. Comfort with provisioning, rollout planning, and decommissioning workflows. Familiarity with audit trails, policy enforcement, and accessibility reporting. Ability to interpret telemetry, usage trends, and service health metrics.
• Essential Competencies: Confidence in decision-making and owning a resolution to the end. Strategic thinker with a bias for action and simplification. Established skills in specific products and technologies. Skilled in visual communication—able to map operating models, risks, and roles. Excellent communication and customer-facing skills. Can-do attitude, approachable, collaborative leader. Ability to prioritise, problem solve and maintain attention to detail. Patience, tact, and diplomacy when managing stakeholders.

What’s in it for you?

• Competitive salary up to £85,000 per annum depending on experience.
• Annual Leave - 26 days holiday per year, increasing to 30 with the length of service (plus bank holidays).
• Performance-related pay plan directly linked to both company and individual performance measures and targets.
• Generous Pension Scheme through AON.
• Access to lots of benefits to help you take care of yourself and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits.

If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet.

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else, just let us know. We’re here to help and support.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business and meet colleagues.

Due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.