Role: IT Service Owner
The IT Service Owner (ITSO) is responsible for the on-going supply and support of a single or multiple IT Service to internal stakeholders. This job acts a point of contact for the internal stakeholders, accountable for addressing, overseeing, or managing enquiries related to provision of the Technology service. From an organizational perspective, the ITSO must operate within the context of the current and Target Operating model for Technology.
This role will carry out some or all of the following activities for either a single or multiple IT Services:
•Responsible for defining the right service offerings to balance the business and customer needs and demands against costs.
•Accountable for overseeing design processes, solution architectures, and definition of key metrics.
•Act as a point of escalation for the development & delivery teams.
•Accountable for ensuring that the implemented service meets the design and necessary functional and non-functional requirements, and any transition into the live environments is fully documented in the stipulated system.
•Ensure that the service continues to meet the customer needs & demands, and takes corrective action where necessary. This includes, but is not limited to, formal service availability reporting against agreed availability targets.
•Continual Service Improvement – ensuring incremental improvements to the Service, corrective measures to recover service performance, and eventually the demise of the Service when it is no longer required.
•Engaging all relevant stakeholders to maintain visibility on their service availability, operability metrics, risk appetite, incidents and control effectiveness and to provide robust challenge to the same audience when risk appetites are threatened and instigate the incident process when risk appetite is breached.
•Collaborating across DevOps teams to ensure consistency, and continuously improve Service Management Process execution. Provide guidance and help to DevOps teams in relation to Service Management Processes to balance speed to market against operability, stability and availability.
4+ experience in IT: from gathering business requirements, analysis, to project management
Proven experience of managing portfolio of services
Solid experience in software development lifecycle, in addition to project management frameworks
Strong understanding of service management, preferably ITIL certified
Proven experience of stakeholder management, producing reports and dashboards to senior management
Strong communication skills
End-to-end ownership mindset
Time management and handling difficult situations
Proven ability to priorities competing demands
Leadership skills, and ability to influence others
In depth IT technical knowledge (analysis, project management, and service management)
Problem solving and managing customer expectations properly