Please note that this role is hybrid working and not working from home
The Service Owner will oversee and assure delivery of all end-to-end IT services for the internal support functions of the business. T
Ensure that Service Delivery for IT systems provided to the internal support functions are to a high standard,
Ensure that services deliver a stable, performance and secure service to these business areas
The Service Owner will be accountable for delivery of these services to agreed targets, whilst driving service improvements and cost efficiencies.
Overall, the role will ensure that the IT services delivered meet both the current and, strategically, future needs of the business as defined by the relevant stakeholders.
The role will require the job holder to work with colleagues within both IT and the business under direction from the Group Head of IT Service Management
Duties will include
End-to-end delivery of an allocated set of IT services used by the internal support areas.
Responsible for all Service Management activities aligned with the IT services
Designing and delivering Service Level Agreements, Operational Level Agreements, Service Analysis Data, internal Service Reviews etc. w
Maintenance of the IT Service Catalogue for services provided by IT to internal support teams.
Ensure proper coordination of all Major Incidents and Problems related to the services managed by IT for internal support.
Coordinate communications and updates to key stakeholders.
Produce Major Incident reports for any Priority 1 and Priority 2 Incidents suffered, ensuring that appropriate mitigations are in place to prevent reoccurrence in line with prevailing ITSM principles.
Manage all IT operational risks associated with the services including submitting Risk Events, Risk Acceptances and working with Operational Risk and IT Risk to ensure these are managed through to closure.
Management of all audit work and any arising audit actions connected with the services supported.
Ensure all new and existing IT services on the internal support Portfolio are resilient;
Delivery of effective service reporting to present a detailed picture of service performance
On-board new IT services
Track performance against underpinning contracts for relevant third-parties, including designing and maintaining a 'Continual Service Improvement' plan for each vendor and liaising closely with IT Vendor Management
Review and represent the interests of IT services against Change Controls
To be considered for this highly visible and proactive role you need to have experience in the following areas
IT Service Management in an ITIL v3 or v4 environment
Engaging with and influencing senior stakeholders, incorporating verbal and written expertise is essential
Developing and delivering Service Management roadmaps
Managing strategic partners and 3rd parties
Implementing supplier assurance processes and reviews
Service Design reviews against complex IT environments
Please send your CV to me, Martin Warner, and I will get back you as soon as possible