Service Owner
- Glasgow
- Permanent
- Full-time
- 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.
- 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.
- 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.
- 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.
- 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
- 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.
- 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
- 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.
- Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
- 25 days paid holiday with the option to buy/sell (FTE)
- 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
- A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
- A selection of flexible benefits to suit your individual needs
- All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.
- Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
- All offers are subject to satisfactory vetting, references and occupational health checks.
- Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.