Full-Time Service Owner

Key Responsibilities:

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

Essential:

• Proven experience in a similar Service Owner role.
• An understanding of service delivery into complex, multi-stakeholder organisations.
• Excellent stakeholder management and communication skills.
• Ability to analyse data and produce insightful reports.
• Strong problem-solving and decision-making abilities.
• Familiarity with ITIL or similar service management frameworks.
• Ability to work effectively in a fast-paced, dynamic environment.
• Experience in the software or technology industry.

• Must be eligible for NPPV3 and Security Clearance
• Should have Certification in ITIL or similar service management frameworks.
• Knowledge of best practices in customer success and service delivery.
• Experience with Cloud infrastructure and application management.
• Experience of reconciling CI/CD and ITIL methodologies would be advantageous.

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