Job overview / summary
The Service Owner has the end-to-end responsibility for services delivered by Digital Operations, which also includes management of the service portfolio to ensure the right service mix, as well as being aware of impact of changes on services.
Service Owner work to stay on top of matters that regard development and delivery of services and therefore must maintain a number of internal interfaces throughout Digital Operations. These interfaces include communication with R&D and Product Management in the Business Line to follow and impact the service setup, as well as individuals in Sales to provide service information in sales phases and Datacenter & Delivery to align service transition and delivery of the service portfolio.
In order to have the overall end-to-end service expertise and awareness of all matters that affects the service, the Service Owner is required to have excellent interpersonal and internal stakeholder management skills, as well as deep technical skills in applicable service areas.
Objectives
1. OIT, revenue, EBITDA targets
2. SLA performance
3. Shadow P/L for service
4. Cost and resource effectiveness for service
5. Follow process landscape and compliance requirements
6. Take accountability and responsibility towards assigned process roles
7. Time objective: Spend of budgeted time on planned tasks
8. G+D values
Accountabilities
9. Manage the service portfolio (the right service mix and impact of changes on services)
10. Service strategy and roadmap
11. Defining and maintaining SLAs
12. End-to-end Service Lifecycle Management for the portfolio from a Digital Operations perspective in regards to demand in service design, implementation and maintenance, as well as features, functionality, use-case designs and business cases
13. Decisions about new software releases (version X.Y), with Product Management taking decisions on version X and Head Service Management on version X.Y..
14. Ensure, in collaboration with Supplier Manager and Analyst, that contracts with suppliers support the needs of the business, and that all suppliers meet their contractual commitments
15. Continuous measurement of performance of the service, as well as subsequent design and implementation of improvements in order to increase resource and cost effectiveness
16. Service specification, including up to date service documentation, for new and existing services by putting requirements on and follow-up on execution in regards to service specification with Head Project Management, Project Manager, Head Service Operations, Cloud & DC Manager, Resource Management and Service & Process
17. Specialists
18. Standardization of solution portfolio, supported by Bid Analysts
19. Provide input to Global Head of Service Management with regards to future strategic development and unaccounted for developments
Responsibilities
20. Service and service portfolio shadow P/L in accordance with defined service strategy and targets
21. Be the service interface towards R&D and Technology and Innovation, and towards Product Management in the PLM process
22. Forecast capacity in regards to new services to be provided to Datacenter & Delivery to enable them to forecast staffing and resource needs
23. Proactive horizontal communication across Datacenter & Delivery and Service Quality & Excellence in Professional Services for Service Lifecycle Management (SLM)
24. Define new services, SLAs, updates and changes in datacenter strategies in collaboration with Datacenter and Delivery Management
25. Close collaboration with Service & Process Specialist, Design Architects, and Service Design Specialists in regards to defining, planning and executing on service specification requirements on new and existing services
26. Be the bridge for the service between Product Management and Operations as well as to define, put requirements on and support Datacenter & Delivery in regards to service delivery capabilities needed
27. Follow global policies, procedures and tools
28. Meet compliance and information security requirements related to the service
29. Evaluate, improve and add applicable work instructions
30. Identify and address day-to-day continuous improvement activities towards Regional Service Quality Manager and/or supervisor for further actions, related to tools, procedures and compliance fulfilment
31. Timely and accurate time reporting
Education and experience
32. University degree or equivalent experience or education
33. Minimum of 2 years of experience from Service Lifecycle / Portfolio Management / Product Management, preferably as service or portfolio owner
34. Experience of IT, Cloud technologies and/or Security information systems
35. IT, IoT, Telecommunications and/or Payment industry experience
36. Experience in R&D, IT and/or related engineering field
37. Preferably experience with working across different cultures
38. Preferably ITIL v3 foundation certified
Knowledge and skills
39. Deep understanding of complex ecosystems, software solutions, software services and solution portfolio
40. Excellent reporting skills
41. Excellent communication and stakeholder management skills
42. Proven ability to develop executive relationships
43. Able to understand and motivate people to towards common aims
44. Negotiation skills
45. Initiative to drive matters to closure and follow-up outstanding items
46. Driver mentality, strong sense of ownership
47. Service minded and high integrity
48. Ability to work under pressure
49. Drive for self-learning and improvement
50. Ability to adapt to changes
51. Ability to follow given processes, procedures and work instructions
52. Strong verbal and written communications skills, listening and teamwork skills, and effective presentation skills
53. Fluent written and spoken English
What’s great about working with us
54. Culture and diversity: Join a people-oriented environment with diverse nationalities, strong team spirit, and flat hierarchies where everyone speaks to everyone. We are an Equal Opportunity Employer and LGBT+ friendly.
55. Global Collaboration: Work collaboratively with stakeholders around the globe.
56. Career Development: Benefit from continuous training, coaching, and talent development programs.
57. Social Benefits: flexible compensation (transport tickets, training, private insurance), etc.
58. Own Canteen: Take a break with our breakfast and lunch service, choose from a wide range of menus, salad desk, and sandwich options, all at affordable prices!
59. Work-Life Balance: Flexible working hours with the option to work remotely (M-Th 8.30 – 17.30 and Fri 8.30 – 15.30).
60. Location: Sant Joan Despí. Easily accessible by public transport.
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