IT Service Owner

Job description

Role: IT Service Owner

GCB: 5

Role Purpose:

The Technology Service Management job is responsible for the delivery of the Service Management Practice. They will define best practice process, methods, standards, data and tooling across our Technology Service Management functions and provide support to drive their adoption - helping to ensure that each Technology service meets expected service levels and work within our risk and control framework.

This role will carry out some or all of the following activities:
• Contribute to the development, direction and strategy of the overall Technology Service Management area (including for specific Disciplines within Service Management)
• Provide subject matter expertise, specialist knowledge and consultancy to Service Management Disciplines, and support to Service Quality Managers and GBs/GFs in the promotion & adoption of Service Management best practise
• Support and contribute to the capability up-lift of technology resources in the understanding and application of Service Management processes and principles
• Responsible for understanding and analysing Service Management requirements to include data inputs/outputs from discipline areas, ensuring the architecture of the Service Management platform is technology for purpose and delivery of the most appropriate solution
• Delivery of governance-based and global Service Management reporting
• Provide technical expertise to senior team members in the day-to-day running of activities for the Practise
• Provide support to the Service Management Enterprise Architect
• Support Technology Service Management Managers & Discipline Leads (process owners) through interpretation of discipline and process vision and intent and translation to functional workflows and documentation
• Lead, manage or support Technology Service Management Analysts as appropriate, providing technical and functional support and guidance on Service Management processes, helping to develop core Service Management competencies and knowledge across the wider team
• The role will have a broad understanding and comprehensive appreciation across Service Management process and principles and depending on remit, may have or require more extensive knowledge of certain specific discipline(s) and the relevant processes

Desired profile

Qualifications :

Experience:

· 
7+ 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

Skills:

· 
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