Senior Service Owner - Warrington, United Kingdom - Department for Environment, Food and Rural Affairs (Defra)

Department for Environment, Food and Rural Affairs (Defra)
Department for Environment, Food and Rural Affairs (Defra)
Verified Company
Warrington, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

The Group Infrastructure Operations (GIO) function within Digital, Data & Technology Services (DDTS) is currently recruiting for a Senior Service Owner to join our Service Management and Service Experience team.


The GIO team is responsible for the end to end delivery of end user and back end services and is accountable for adherence to IT Service Management policies, processes and procedures.


The Senior Service Owner will report to a Lead Supplier Manager and will be accountable for a specific set of services or supplier(s) that are critical to the Defra business to ensure that the service is managed with a business focus.

The Senior Service Owner may be required to manage a team of deputy service owners and analysts.

The Senior Service Owner may be expected to work out of normal hours and could be on call for support and escalation duties.


The success of the Senior Service Owner in delivering their objectives will have a significant impact on whether wider business and organisational objectives are achieved.


Person specification

Responsibilities

  • Preparing, forecasting and tracking budget items relevant to the service, identifying financial risks and taking appropriate action to mitigate these risks.
  • Establishing and maintaining a constructive customer relationship based on understanding the customer and their business drivers.
  • Engaging with Defra business to identify and progress service requirements and new services. Assisting with transition of services as defined in new contracts.
  • Managing overall relationships with suppliers, maintain up to date information on supplier capabilities.
  • Actively monitor and drive Supplier OLAs (Operational Level Agreements), SLAs (Service Level Agreements) & KPIs (Key Performance Indicators) and general performance.
  • Instigating and conducting service improvements and contributing to the governance of supplier management, providing escalation and reporting routes for customers and suppliers.

Skills and Experience

  • A strong IT Service management background with proven experience in dealing with large IT services and with IT Supply Chain, backed up by industry qualifications (ITIL) or equivalent experience and commitment to work towards qualification in ITIL Foundation.
  • Experience of management of services in a multisupplier outsourced environment.
  • Excellent stakeholder management skills, comfortable in liaising with senior managers and executives.
  • A detailed understanding of the services provided, customer base and the components of the service.
  • A thorough understanding of the service levels required by different users of the service to ensure that a service is managed with a business focus.
  • A detailed understanding of the suppliers involved in the provision of the service and develop and maintain strong working relationships with those suppliers.
  • Experience of using Service NOW or a similar Service Management toolset.

Job Types:
Full-time, Permanent


Salary:
£49,403.00-£61,392.00 per year


Benefits:


  • Additional leave
  • Casual dress
  • Cycle to work scheme
  • Flexitime
  • Sick pay
  • Work from home

Schedule:

  • Flexitime
  • Monday to Friday

Ability to commute/relocate:

  • Warrington, WA4 1HT: reliably commute or plan to relocate before starting work (required)

Work Location:
One location

Reference ID: 268861
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