Service Owner

We are looking for an experienced Service Owner to join the a central governments key programme, taking ownership of one of its key service lines.

The role will hold end-to-end responsibility for the performance, development and continual improvement of the service throughout its lifecycle. You'll own the service definition and roadmap, oversee operational performance and risk, manage supplier relationships and ensure the service continues to meet the needs of its users and business stakeholders.

This is a senior service management role requiring someone comfortable operating across live services, ITIL processes, suppliers, technical teams and senior stakeholders within a complex and highly secure environment.

Key Responsibilities

• Own and continually develop the service definition, roadmap, backlog and service risk register
• Take end-to-end ownership of the service throughout its lifecycle, from initial development through live operation and eventual retirement
• Chair the monthly Service Planning Meeting, bringing together performance, risks, roadmap priorities, service improvements and readiness for live service
• Maintain oversight of incidents and problems affecting the service, working closely with Incident and Problem Management teams to drive resolution and address root causes
• Act as an escalation point for significant operational issues
• Identify opportunities to improve service performance, efficiency and ways of working
• Work closely with Service Designers to improve service blueprints, processes, support documentation and operational journeys
• Manage and oversee suppliers and managed service providers, holding them accountable for performance, delivery and value
• Represent the service with business stakeholders, partners and wider programme teams
• Participate in SLA and service-level expectation reviews
• Maintain service catalogue and portfolio information
• Produce and review service performance reporting
• Develop and maintain agile business cases and associated benefits throughout the service lifecycle

What We're Looking For

• Strong experience operating as a Service Owner, Senior Service Manager or equivalent within a large and complex technology environment
• Experience owning and improving live digital or technology services
• Strong understanding of the full service lifecycle
• Experience working within an ITIL environment, particularly Incident Management, Problem Management and Service Level Management
• Experience managing or overseeing third-party suppliers and managed service providers
• Strong operational management capability, including improving service efficiency and responding to major operational issues
• Experience defining and maintaining service roadmaps, risks, backlogs and performance measures
• Strong stakeholder and relationship management skills
• Ability to develop long-term service objectives while maintaining focus on immediate operational priorities
• Experience working across programmes or portfolios where multiple products and services are being developed simultaneously with limited resources
• Strong problem ownership, with the ability to understand issues in the wider context and drive them through to resolution
• Strong user focus and experience ensuring services continue to meet changing user needs

Service Management & Tooling

Candidates should have practical experience across areas including:

• ITIL service management
• Live service ownership
• Incident and Problem Management
• Service Level Management
• Service improvement
• Service roadmaps and backlogs
• Service risk management
• Supplier / Managed Service Provider management
• Service catalogue and portfolio management
• Service performance reporting
• Agile business cases and benefits management
• Jira
• Confluence
• Jira Service Management

Reasonable Adjustments:

Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.

If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.