Service Owner

1 month ago

Manchester, United Kingdom AQA Full time

Description

Summary

The Service Owner is responsible for the service management provision of a first class system support and enhancement function for our HR and Finance corporate platforms. This involves owning, actively managing and evolving our key 3rd party partner relationships to ensure AQA can cost-effectively optimise it’s use of the technologies and related suppliers to meet current and future business needs.The Service Owner manages the Delivery Lead within the Enterprise Technology area. The role reports into the Head of Enterprise Applications, who in turn reports into the Director of Enterprise Technology. The remit covers our HR and Finance corporate platforms (currently Workday and i-Trent with an increasing footprint as we centralise our corporate platforms).
The Service Owner is accountable for the overall service provided to the business. As our hands-on technical resource and expertise is provided by external 3rd parties, active management of our partner relationships and their performance outcomes is critical for success. This role is also the key interface to the senior internal business stakeholders for this service, so has to clearly understand the strategic and day-to-day needs of the organisation and translate them into agreed service expectations for operational use and change delivery.

Activities:
Proactive management of all 3rd party suppliers (currently 4), ensuring delivery of services to required level of quality and achievement of all KPIs
Define operational performance standards and monitor and report on the performance and quality of service provision to internal stakeholders, proactively managing identified issues and risks to delivery performance
Ensure high levels of customer satisfaction are delivered through effective and customer-focused IT services
Active stakeholder management to collaboratively engage and also challenge stakeholders/ suppliers of all levels, both internal and 3rd party
Act as escalation point for issues, including any major incidents
Model leadership behaviours with confidence and get the very best from direct reports and teams by providing clarity, feedback, coaching and development, while continuously seeking to enhance performance in line with business objectives
Cover for Delivery Lead role as required, to ensure no single point of failure in overall service provision
Set challenging targets and support staff to achieve them whilst managing performance effectively
Manage holistic budgets (service and technical) to ensure overall cost effectiveness for AQA
Undertake regular service meetings with suppliers
Accountable lead to support service audit requirements related to HR and Finance areas.
Ensure regular user access reviews are carried out to validate the access/roles of all business and support staff are still appropriate
Work closely with Delivery Lead to ensure effective risk management
Demonstrate commercial flexibility by undertaking other responsibilities which are of a commensurate level as business needs change
Ensure AQA is safe and legally compliant by applying AQA’s policies and other legislative/ regulatory requirements
Adopt a continuous improvement approach to ensure the ongoing optimisation of the service being delivered to the business

Need to know (to be successful in this role, you will need to know):
Strong customer focus
Previous experience of supplier relationship management and working with 3rd party delivery partners to ensure optimal outcomes
Excellent communicator, able to challenge, negotiate with and influence stakeholders of all levels to achieve desired outcomes
Ability to translate a vision into achievable goals and provide clear direction to achieve organisational objectives
Change oriented leader who can quickly bring about timely and cost-effective delivery and process improvement through effective relationship management
Good understanding of project methodologies and ITIL principles (certification desirable)
Experienced people manager (line or matrix management)
Proactive in resolving issues proactively and pragmatically through cross-organisational working
Good understanding of data management principles and their application

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