Service Owner

2 months ago

Milton Keynes, United Kingdom Network Rail Full time

Job Introduction
The railway has seen nearly 200 years of technology and innovation that has transformed how we provide services to passengers and freight customers. Technology is continuing to transform the railway industry. Imagine an exciting environment where Digital, Data, and Technology (DDaT) are not just buzzwords but the driving force behind every operation, every decision, and every solution.

As part of the DDaT directorate, you have a unique opportunity to enable our customers and industry partners with modern and transformative technology. From the day-to-day IT operations that keeps a national railway running, to the extensive delivery programmes that are helping to reshape the railway - we are at the forefront of all of it. We operate with a talented and passionate workforce, fostering empowered individuals and teams who understand that technology is not just a tool - it's the catalyst for progress, especially in an ever-demanding industry where change is a constant.

Get ready to embark on a journey where your skills will not just be utilised; they'll be honed and expanded. You're not just joining a team; you're becoming part of a collective force helping to build and operate a railway fit for the next 200 years

Main Responsibilities
The Service Owner (SO) is accountable for managing one or more services throughout their entire lifecycle regardless of where the technology or capability resides. Accountable to the business for the availability of those services in accordance with the agreed service targets. SO will hold service teams accountable for the delivery of their service elements in accordance with agreed SLA’s and OLA’s The SO is assigned the authority for the service by management at an organisational level that spans the reporting structure of team members.

**What will you be doing?**
- Accountable for the end to end delivery of one more Services to the agreed Service Level Agreement, and Operating Level agreements with internal and external service provider(S) and managing any risks to the service.
- Working closely with Customer Delivery Services and Strategy produce roadmaps for Services, to include enhancements, upgrades and maintenance releases required on the service or component of technology that delivers that service.
- Hold Service teams accountable for the delivery of their service element to the agreed service targets.
- Co-ordinate communication amongst stakeholders both internally and within the Rail Industry on any updates or changes to service. On a rota basis provide 24x 7 cover for the provision of industry communications
- Serve as the point of escalation for Major incidents for the business, technical teams or 3rd party suppliers for the assigned services.
- Ensures that any changes for their services are properly assessed for risk and impact, supporting the change team in understanding business impact and that any changes to service attributes are captured in the Service Catalogue
- Participate in the negotiating of Service Level agreements and Operational Level Agreements for the service and participate in Internal/external service reviews as required, owning the customer view of service and customer satisfaction with IT Services.
- Holding periodic service reviews with designated service owners to present service report, future changes and identify and prioritise service improvements.
- Proven experience in Service Ownership.
- Proven experience in customer relationship management
- This role is aligned to the ITIL framework, therefore ITIL v3 qualified to Service Design Lifecycle/Capabilities (Intermediate Level) or equivalent experience
- Experienced in effectively managing virtual teams
- Good communicator across all levels
- Good understanding & experience of using service management tools

**Desirable**
- ITIL v3 qualified to Manager/Expert level or equivalent experience
- Good working knowledge of management structures and reporting procedures
- Understanding of risk management

**Leadership Capability**

The following key Leadership capabilities are expected to be demonstrated at Role Model level:

- Tracking Performance
- Thinking Flexibly

**The following key Leadership capabilities are expected to be demonstrated at Good/Adds Value level**:

- Creating Solutions
- Influencing others
- Building Teams
- Putting The Customer First
- We are committed to a diverse workplace enriched with representation from diverse cultures, backgrounds and skills. We pride ourselves on creating an environment where difference is embraced, and individuals can thrive. We recognise that the success of the team is dependent on a multi-cultural, multi-disciplined group of individuals, aligned to deliver successful solutions._
- At Network Rail, we have a number of employee networks to reflect our diverse population and help to raise issues to the wider workforce and support their membership and support our Everybody Matters strategy, led by our central Diversity & In

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