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Service Owner – Operational Services

Date posted 28/07/2022
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Work location
Dual Location - Home & Reading Office
Contract type
Shift pattern
Standard Work Week

Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.


• Operational Services are at the heart of the T&O Operating Model and this role will help to shape our services as well as run and improve them. The service will need to flex as we learn and our technology matures.

• Accountable for being the single point of contact for their Service(s) between Operations and the wider business

• Accountable for managing demand and impact of their service to Operations and the business.

• Accountable for incorporating end user experience into our technology service delivery activities.

• Accountable for providing a single view of performance, value & quality of their service

• The typical planning horizon for this role is 0 – 12 months.

  • Acts as a single point of contact for their service(s) by developing, maintaining and working to stakeholder engagement strategies and plans.
  • Facilitates open communication and discussion between stakeholders, developing and enhancing customer and stakeholder relationships to enable co-creation and enhance value of a Service.
  • Reports on and communicates the performance of a Service against commercial, brand, customer and stability KPI.
  • Enables the control of risk to the provision of the Service and devises mitigating actions
  • Owns and develops a prioritised Service roadmap linked to current and forecasted demand for services, across assurance and innovation and aligned to business, technical and service strategies.
  • Identifies the capabilities needed to set-up, run, change and innovate Services, sourcing these capabilities from other T&O and other business functions as required.
  • Experience of working with a wide range of stakeholders to understand business needs, translating them into requirements, and assessing the impact on technology and / or operations.
  • Experience of managing multiple partners and co-ordinating teams to deliver end to end Operational Services and business outcomes.
  • Experience of influencing various levels of management, building relationships and influence across teams and a wider community of other leaders and managers. A clear communicator.
  • Ability to lead, make decisions, problem solve and work within teams.
  • Can demonstrate flexibility and agility to move between role types within teams.
  • Will have clear subject matter experience of their area (both technical and commercial) and ability to connect and work across multiple domains.
  • Can demonstrate knowledge of their area articulated through key operating elements of people, process and technology.
  • Ability to contribute to the development of strategies (and/or service strategies) within their area and understand the importance of the customer experience and how this can be affected by service impacts
  • Passionate about the use of data and insight to make informed decisions, solve problems and input to operational and strategic plans. Can demonstrate the ability to gather, analyse and present information in business terms for management and leadership consumption.
  • Ability to work in a fast-paced, sometimes ambiguous and constantly changing environment, that showing flexibility, resiliency, self-awareness and ability to support other team members
Apply now