Service Owner

5 months ago

Newcastle upon Tyne, United Kingdom HM Revenue and Customs Full time

**Details**:
**Reference number**:

- 301999**Salary**:

- £64,693 - £72,924**Job grade**:

- Grade 6**Contract type**:

- Permanent**Business area**:

- HMRC - CDIO - CIO Customer Compliance Group & SOLS**Type of role**:

- Digital**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Leeds, Manchester, Newcastle-upon-Tyne, TelfordAbout the job

**Job summary**:
The platform (SAS analytics software with an Oracle Graph Database at its core) ingests data from multiple sources and the Oracle Database is made available to Products, such as the Identification, Detection Risking Service (IDRS).

This role is part of a large, dynamic, high performing IT team that provides risking capability to 6000 HMRC compliance staff.

**Job description**:
The Service Owner is a role crucial in embedding the new Platform and Products DevOps model and will be responsible for the end-to-end service management and operations activities across the Minerva Platform, leading a newly formed team of around 7 staff.

Ensuring the technical integrity of the Live system and taking steps to minimise disruption for business users through effective Service management processes is a key part of this role along with identifying and mitigating potential risks to the service and ensuring appropriate measures are in place to minimize their disruption.

The DSO owns and manages the platform policies, processes and procedures, ensuring they are developed to deliver required levels of service and align with CDIO requirements and operate in partnership with enterprise operations.

Ensuring delivery teams adhere to service metrics and measures for all in scope ITIL processes is key to the role and where failures occur, initiating reviews and conducting remediation.

The role also involves ownership and management of the platform test strategy, approach, standards and methods that will be used by the product and platform delivery teams, ensuring there is coordination between Risk Intelligence Service (RIS) & CDIO service desks for business related changes will be important as well as liaising, coordinating and engaging with the central service operations function and CDIO Service Desk.

Incidents or problems must be efficiently and effectively handled to reduce impact on customers and Business Continuity Plans, IT continuity & Disaster Recovery processes be followed and reported against. Conducting platform performance reviews and identify opportunities for driving service improvements will be required while aligning to corporate standards and policies at an enterprise level.

**Person specification**:
As Service Owner you will**:
Set the strategy, policy and procedures for all areas of ITIL service
- Manage internal and external delivery partners based on service / operational level agreements to ensure service performance meets business expectations.
- Provide input into and approval of all in scope ITIL processes within the service.
- Act as escalation point for Platform related issues including key governance meetings.
- Own relationship with SAS System Admins and CDIO Service Desk to ensure sufficient support for the platform.
- Chair and participate in review meetings, adding input and approval when required from a Service Management perspective.
- Manage a team of circa 7 resources.
- Advocate professional development and learning on Service Management competency across all product and platform teams.
- Determine a high-quality test strategy for the platform including how this strategy will develop (e.g. move to automated testing to reduce complexity and overheads) for the Test Manager to implement.
- Make high-level decisions relating to testing within the context of the Delivery Environment.

**Essential Criteria**:

- An excellent leader with the ability to lead highly skilled technical IT Teams with the ability to engage teams and inspire a strong customer focus.
- Excellent interpersonal and communication skills with the ability to establish rapport and influence stakeholders, maintaining close, collaborative working relationships.
- Ability to work under pressure and to respond quickly to changing circumstances & tight timescales as priorities evolve & escalate.
- Ability to communicate complex technical issues to customers/stakeholders.
- Demonstrate a disciplined approached to implementing standard processes.

**Desirable Criteria**:
Significant experience in leading large service management teams.
- Ability to represent service management at a senior level.
- ITIL4 certification.
- Delivery experience of Agile and DevOps delivery methods and processes.
- Awareness of funding and commercial models.

**Technical skills**:
We'll assess you against these technical skills during the selection process:

- Strategic Ownership
- Taking accountability for service issues
- Strong negotiation and prioritisati

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