Service Owner

1 month ago

Leeds, United Kingdom Department of Health and Social Care Full time

Job summary

In DHSC, we are proud of our purpose � to enable everyone to live more independent, healthier lives for longer.

To achieve this, and create a great place to work, we have 4 values:

we are inclusivewe constantly improvewe challengewe are agile

If this sounds like an environment you�d like to work in, we�d love to hear from you.

The Technology Services team assure and manage the delivery of Technology Services to DHSC staff.� Technology Services is comprised of 2 teams, delivering the core technology infrastructure and associated services, and key business systems.� Both teams have a prime directive to deliver a quality customer service and robust, performant services to DHSC.

The teams deliver in line with DDAT standards, and use ITIL service management processes to ensure effective delivery.

These teams exist in the wider Workspace, Information, Security and Technology Directorate (WIST) which provides strategic leadership on property, technology, information management and security services across DHSC and its arm's length bodies

Job description

IT Business Systems is part of the wider Technology Services Team in DHSC, a modern and diverse team that promotes a healthy work-life balance and flexible working options.�As a Service Owner in the Department of Health and Social Care (DHSC), you will provide leadership across 1 or more services.�

Service Owners will have strong consultancy skills and a deep grasp of ITIL including but not limited to problem ownership, change, test and release, major incident management.� Service owners will be adept at using various methods to derive insight, excellent facilitation, influencing and more generally engagement skills to bring professionals together, and deliver something greater than the sum of its parts. We also expect them to have a solid understanding of standards across digital, data and technology, and both agile and traditional project management. �

These are exciting times in IT Business Systems and we are looking for enthusiastic, talented people to join the team.� We�re making better adaptable effective services and making systems that are simple to use for staff and citizens. It can be challenging but it�s also important and rewarding.

As well as doing interesting work, we�re creating an environment that�s great to work in. We provide the opportunity to work with the latest technologies and offer brilliant training opportunities alongside support from expert colleagues. On top of that, you�ll find flexible working, an inclusive culture, and a place where your opinion is valued.

You will work closely with Product Owners, Commercial, Digital Colleagues and Finance along with internal technical teams providing professional advice to a wide array of stakeholders both internally and externally.

Reporting to the Head of IT Business Systems, you will play a key part in delivering on our strategic and operational objectives, whilst contributing to make the Department a great and efficient place to work. The role holder will need to operate in a culture of openness and honesty, demonstrating a commitment to change through involvement and empowerment, and by delivering results.

Role responsibilities:

As a Service Owner, you will be responsible for acting as the first point of contact to represent platforms and services with business areas. This includes:

Ensuring that the customer receives the highest level of service from Technology Services Teams and managed suppliers.Managing internal and external supplier performance in the interest of the business, chairing relevant Board�s where appropriate, conducting supplier reviews, and supporting governance Acting as a trusted partner to advise on how Technology Services can support the Department�s work.Leading pre-discovery, understanding if new ideas should be progressed.Acting as a steward, driving solutions forward, informed by multidisciplinary colleagues.Understanding the user needs for the platforms/services you look after to identify opportunities to optimise our offer, working hand in hand with other professions including external suppliers, operations, and other roles such as technical and data architecture, business analysis, user researchers and cyber security.Identifying and leading initiatives to drive continuous improvement across customer services, whilst protecting the integrity of existing servicesWorking collaboratively with Product Owners, Digital Policy and Assurance Teams, Finance, Commercial and the wider department to deliver IT services that meet user needs.Ensuring take up of the services to realise their benefits.Reviewing financial performance of your service including invoice validation to identify cost reduction opportunities or commercial risks.Identifying, managing, and escalating service risks appropriately.Maintaining a working knowledge of projects and change programs both in the pipeline and in delivery with respect to the specific customer organisation.Contribute towards roadmaps for services.Representing customers in Service Readiness reviews and assessments.Promoting a culture of customer satisfaction.

Person specification

Key Skills and Experience required for the role:

A good collaborator, able to bring others along with you.Experience of managing IT Service providers.Experienced in service design.Able to adapt quickly to changing priorities and deliver successful outcomes.Drawing on user-centred design and data to inform high quality products and services.An understanding of technology and data service provision, including security and life-cycle considerationsManaging and prioritising work and budgets for senior stakeholders with conflicting needs and demands.High quality written skills - experience producing a wide range of information including formal written documents for senior stakeholders, meeting papers and/or business cases.Experienced in Supplier Management with a pragmatic, can do approach.ITIL Foundation Certified.

Flexible working location requirements:

Your normal place of work will be your contractual primary workplace, usually either London or Leeds.� Within DHSC we offer non-contractual hybrid working. The expectation at present is a minimum of 60% of your working time spent in the office, enabling in person interaction and collaboration and enhancing team working, learning, and support.�

You will be asked to express a location preference during the application process. Please be aware that this role can only be worked in the UK and not overseas and some travel may be required across the DHSC estate.�

Opportunities for some working from home may be available; other flexible working options may be discussed with the hiring manager in line with individual circumstances and business need.�

There are a limited number of DHSC colleagues who have existing agreed homeworking contracts resulting from Our Future Estate Programme 2023-2024. Colleagues covered by these arrangements are eligible to apply for this role whilst continuing their agreed existing home working arrangement. Occasional travel to DHSC offices or other locations may still be required according to business need. Travel and subsistence will be provided in line with the pre-agreed homeworker arrangements.����

Qualifications

ITIL Foundation or similar professional qualifications that demonstrate an ongoing career development path in service management.

Behaviours

We'll assess you against these behaviours during the selection process:

Communicating and InfluencingMaking Effective DecisionsChanging and ImprovingManaging a Quality ServiceWorking Together

We only ask for evidence of these behaviours on your application form:

Communicating and InfluencingMaking Effective Decisions

Benefits

Alongside your salary of �40,025, Department of Health and Social Care contributes �10,806 towards you being a member of the Civil Service Defined Benefit Pension scheme. Learning and development tailored to your roleAn environment with flexible working optionsA culture encouraging inclusion and diversityA with an average employer contribution of 27%

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