Service Owner

We are seeking a dynamic and motivated Service Owner to work with us on one of our largest Defence accounts. This senior role works across Management and Technology enablement programs, which provides both traditional business functions and Hybrid Cloud managed services. As an experienced Service Delivery leader you will successfully engage with Service consumers, Business Owners and stakeholders externally and internally maximising value to our customer(s), representing our Product and Service offerings.  This role will have overall responsibility for developing, operating and managing the end-to-end delivery of one or more of our services - and will adopt a portfolio view to continually improve the quality of those services which may include multiple products and channels.  Making sure that the necessary business processes are followed, the service owner will participate in the governance of the service, and will additionally act as a point of escalation for the delivery teams, and represent the service during service assessments.Able to communicate the benefits and performance of their service, the service owner will understand which aspects of the service are foundational capabilities and which, if any, are variable based on specific parameters like headcount or locations.  In order to encourage the maximum possible take-up of our service offerings, the service owners will provide and approve client communications for service launch and pending maintenance windows, and coordinates internal communications for operational staff.Responsible for ensuring the team's adherence to change control, compliance and risk requirements, the service owner will work in close cooperation and exchange with other service owners as well as systems engineers, architects, business analysts, commercial & procurement, and portfolio management and innovation teams.  The service owner will participate in internal service review meetings, and are expected to be able to define, maintain and implement overall service improvements plans and will manage, track and communicate status of support issues, fixes or system improvements / enhancements - including technical escalations with vendors.This role will be responsible for creating service lifecycle roadmap that align with our customer’s and Leidos business vision and mission.  The Service Owner will work across the Service Management to ensure a well-formed and complete service offering (Configuration Item or CI) is established in the Configuration Management Database (CMDB).  You will be responsible for approving Service content, design, and presentation.  Working closely with internal delivery groups you will measure, monitor and collaborate to ensure our products and services are continuously fit for purpose, both for current and evolving needs of our customers.  The Service Owner will work across the integrating service portfolio to:Identify all service delivery and security risks, ensuring our risk management practices mitigates and controls risk associated with the serviceManage the Service Continuous Improvement program of work, directing, measuring and reporting service improvement outcomesAudit work and customer service to ensure the company's high standards, efficiency, and productivity goals are met.Ensure successful execution of all Service Changes and new Service Introduction  Handle customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers.Provide key client communications, including service delivery and performance, change and release schedules, service launch, risks and issuesCo-ordinate and management post reviews, including Change, Incident, Problem and other ITSM processes.Provide input into the development of KPI's and Service Level Metrics on the overall health of the serviceGenerate reports and reviews them on a regular basis to identify actionable opportunities for service improvementRepresent service delivery in all internal and external Governance forums Participate in internal service review meetings advocating for the customer across the Service organisationInfluence the supply chain; sponsor, review and approve service changes, new product develops / features and functionality,  and work closely with technical, project and Service management groups to ensure products and services delivery customer valueParticipate in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the serviceMaintain a strong working knowledge of the customer business operations, stakeholders, commercial obligations and ICT industry good practice, including new innovationsThe service owner is not a day-to-day lead role, you will be working with strategic and delivery management groups advising on service strategy and service design.  Playing a key integration role across Service Management, Chief Technology, solution Architect, Service and Technology Operations to shape and lead Leidos service solutions and service delivery.A sample of metrics you will be expected to track and report on for your services include:Time to provision new capability/version of capabilityPerformance to SLAsTotal Cost of OwnershipCost per use for all relevant versions of the service.Benchmark to industryCurrent Risk profile against plan, including resiliency assessment and security vulnerabilityCase metricsUser experience metrics