Location: London (hybrid working - 2-3 days onsite)
Duration: 12 months +
Vetting: SC security clearance will be required
Essential Skills
- Service Experience Ownership: Proven experience owning and improving end-to-end digital or technology service experiences within large, complex organisations.
- User-Centred Service Delivery: Strong experience understanding user needs and translating insight into measurable service improvements across multiple channels and touchpoints.
- Service Management: Experience defining service strategy, roadmaps, service levels, KPIs and continual service improvement plans.
- Digital Transformation: Demonstrable experience supporting major digital transformation, service modernisation or operating model change programmes.
- Service Performance & Improvement: Ability to use service data, user feedback and performance measures to identify issues, prioritise improvements and improve user outcomes.
- Stakeholder Management: Strong experience working across Product, Technology, Service Management, Operations, Change and senior leadership teams.
- Supplier & Delivery Management: Experience coordinating internal teams and third-party suppliers to deliver consistent end-to-end service outcomes.
Desirable Skills
- Previous Central Government or wider UK Public Sector service ownership experience.
- Knowledge of GDS Service Standard, Service Manual and user-centred design principles.
- Experience delivering services across complex, cross-government or multi-agency environments.
- Knowledge of ITIL v4, SIAM and modern service management practices.
- Experience with ServiceNow or equivalent enterprise service management platforms.
- Understanding of accessibility, inclusive design and assisted digital requirements.
- Experience establishing service experience metrics, user satisfaction measures and continuous improvement frameworks.
- Security Clearance: Willing and eligible to obtain SC clearance; active SC clearance advantageous.
Our client operates hybrid working 2-3 days in London, with occasional client site visits will be required into Glasgow.
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Service Experience Service Owner in London employer: Synapri
At Synapri, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. Our team enjoys flexible remote working arrangements with the opportunity for occasional office interactions in London, ensuring a healthy work-life balance while contributing to cutting-edge LegalTech solutions. We are committed to employee growth, providing access to training and development resources that empower our engineers to excel in their careers.
