Full-Time Service Owner

Service Owner Role Overview This role is aligned with the responsibilities of a Service Owner, following the DDaT (Digital, Data, and Technology) framework, with additional activities to ensure the seamless delivery of our operational services to customers.

The successful candidate will oversee the day-to-day management of our software services, Cloud infrastructure (AWS and Azure), and applications, ensuring high levels of customer satisfaction and operational efficiency.

Key Responsibilities

1. Service Delivery Management
2. Accountable for the delivery of our operational services to customers, ensuring adherence to OLAs, SLAs and KPIs, and minimizing any service credits payable.
3. Monitor service performance, identifying and addressing areas for improvement.
4. Develop and maintain service management processes and procedures aligned with best practices, such as ITIL.
5. Responsible for the development and ongoing maintenance of the Service Blueprint in line with relevant contractual obligations.
6. Customer Engagement Management
7. Act as a point of contact for senior customer representatives, fostering strong relationships and understanding their needs and requirements.
8. Conduct regular meetings with senior stakeholders to report on service achievements, incidents, and performance metrics.
9. Develop and implement strategies to enhance customer satisfaction and retention.
10. Ability to articulate the NEC Digital Studio service proposition and its value for new business opportunities.
11. Incident and Change Management
12. Accountable for Major Incident Management, ensuring timely resolution and communication.
13. Accountable for Security Incident Management, ensuring timely resolution and communication.
14. Help assess the impact of change and develop suitable mitigations.
15. Manage the change process and schedule, coordinating with relevant teams to minimize disruption to services.
16. Manage the ‘Acceptance into service’ process, working with the Delivery Manager to ensure a smooth transition from project to a ‘live’ service.
17. Manage the approval and communication of change activities through relevant stakeholders.
18. Conduct post-incident reviews, liaising with customer and problem management teams (where appropriate), and implementing corrective actions to prevent re-occurrence.
19. Performance Reporting
20. Produce regular reports on service performance, incidents, and changes for both internal and external stakeholders, in line with contractual obligations.
21. Analyze data, including incident Root Cause, to identify trends, risks, and opportunities for service improvement.
22. Collaboration and Communication
23. Work closely with local DevOps, infrastructure services, application teams and third-parties to ensure seamless service delivery.
24. Facilitate cross-functional collaboration to address and resolve service-related issues.
25. Accountable for ensuring that learning resources are suitable, up-to-date and accessible.
26. Co-ordinating with the training function for user-facing services and engineering/DevOps for platform and application changes.
27. Communicate effectively with customers, internal teams, and senior management.
28. Work with Product Manager to make suggestions for product improvements based upon customer feedback and thematic analysis of recurring issues
29. Continuous Improvement
30. Drive continuous improvement initiatives for service delivery, customer satisfaction and better outcomes for service users.
31. Remain aware of industry trends and best practices in service management.

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