Service Owner - Belfast

About the job

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CDIO are delivering a major operating model transformation - one that seeks to pivot their operation to focus more on services, delivering value and consistency in customer experience. Chief Digital Product Office play a key role in delivering this change, with Service aligned teams collaborating across CDIO and the business to define the future technical roadmap and transformation plan.

Service Owners are responsible for managing services throughout their end-to-end lifecycle, as well as ensuring owned service(s) are of high quality and customer focused. Service Owners develop the service strategy and control the content of the service portfolio ensuring it is aligned to product practices. They are also an integral part of the support team to ensure contingency and recovery plans are in place, should there be a service outage.

This Service Owner role sits within the CDIO CDPO Business Tax team and key responsibilities include:

• Ensuring that the E2E service lifecycle is effectively managed and related products delivered. This involves delivering change, taking onboard customer requirements and running of the service(s).
• Developing the service's customer centric design principles and product practices and ensuring the overarching service and products within it adhere to those customer focused design principles and product practices.
• Building contingency and recovery plans to reduce negative impacts of a service outage.
• Developing the Service Roadmap and working with products and platform teams to develop an integrated service backlog and prioritise items so they are in line with roadmap.
• Overseeing management of product backlogs to ensure the voice of the customer through solution delivery.
• Transitioning and simplifying the complexity of the products and platform matrix to drive re-use of existing solutions and software.
• Providing oversight of the Change Budget and how its allocated based on prioritised items within the service backlog.
• Leading on ensuring the service adheres to SMI processes to allow a smooth and well managed service with minimal incidents and problems, while also leading on any service transition activities.

Further Responsibilities:

• Own the budget and allocate funding to areas of the service based on their decisions about priorities.
• Communicate the benefits and performance of your service, and be ultimately responsible for the successful operation and continuous improvement of the service.
• Make sure the necessary business processes are followed and participate in the governance of the service, including acting as a point of escalation for the delivery teams.
• Agree targets for service levels and assessing, monitoring, and managing the delivery of services against the targets.
• Prepare proposals to meet forecast changes in the levels or types of services.
• Review service delivery to ensure that agreed targets are met and negotiate with relevant parties in respect of disruptions and major amendments to the provision of services.
• Align our supplier performance objectives and activities with sourcing strategies and plans, balancing costs, efficiencies and service quality.
• Own the strategic roadmap of the end-to-end lifecycle of a portfolio of IT products and capabilities that underpin business services.
• Own the on-going running of the live service, which includes but is not limited to upgrades, maintenance, cost, incidents, risks and proactive work to reduce/remove risks around security/reliability or costs.
• Alignment to architectural frameworks from Chief Technology & Design Office, the wider business strategy, and the future Target Operating Model.

Essential Criteria:

The successful candidate will need to demonstrate practical knowledge and experience in the following:

• Leading Digital, Product and IT teams through major change and transformation.
• Proven experience in a Service led organization.
• Awareness and knowledge of Agile and ITIL v4.
• Ability to navigate ambiguity and operate in a complex, regulated environment.
• Understanding of customers, identify who they are and what their needs are.
• Ability to develop ambitious visions and continually improve strategies for their IT services and customers.
• Experience in developing strong stakeholder relationships, consistently delivering inspiring, engaging and meaningful messages about the future direction of digital services and evangelising IT capabilities.
• Practical experience in creating an enduring team that can deliver a technical and/or consultancy function into a large business like HMRC.
• An understanding of new and emerging digital technologies and how they can benefit the low code no code agenda, and the opportunities they provide to improve the delivery of public services in the UK.

Desirable Criteria:

Ideally, the successful candidate will also demonstrate knowledge and experience in the following:

• Evidence of playing a key role in influencing strategic decision making and demonstrating an understanding of strategic consequences of IT decisions.
• Well versed in Problem and Incident management.
• Working knowledge of ITIL v4.
• Working knowledge of Tax / VAT / Indirect Taxes.

Please ensure that you only apply for a location that you are willing and able to work from, as we will only make one offer of employment. Any additional notes included in a 'Further Location Preferences (optional)' field within the application form, will not be considered. Please be aware that you cannot change your location preference after submitting your application.