Overview
In this Service Owner role within the Chief Digital and Information Officer Group, you lead the end-to-end performance and continuous improvement of critical digital services at national scale. You shape service strategies, operating models, and roadmaps to deliver value while ensuring resilience, security, and sustainability. You collaborate across product, delivery, architecture, security and operations to optimise outcomes and guide senior executives with data-driven insights. The role offers a meaningful opportunity to advance customer-centric, reliable services in a large public sector environment.
Pay / Benefits
- Civil Service Defined Benefit Pension contributions
- Flexible and Hybrid Working policies
- Generous leave allowance (25–30 days)
- Alpha pension employer contributions (29%+)
- Family friendly policies
- Coaching and development
Responsibilities
- Own the performance, reliability and availability of up to 140 live digital services
- Develop and deliver service strategies, operating models and roadmaps aligned to organisational priorities
- Drive continuous service improvement using data, user insight and performance analysis
- Lead service governance, risk management and operational assurance activities
- Manage live service budget and financial performance, ensuring value for money
- Build and maintain supplier and commercial relationships to support service outcomes
- Act as senior escalation point for major incidents, service risks, and operational challenges
- Collaborate with product, delivery, architecture, security and operations teams to optimise service performance
- Define, monitor and improve key service metrics including KPIs, SLAs and customer outcomes
- Provide reporting and recommendations to senior leaders to enable informed decisions
- Champion service excellence, resilience and customer-centric delivery across the organisation
Key requirements
- Significant experience owning and leading multiple complex live digital services delivering critical business outcomes
- Experience improving service performance through data, insight and evidence-based decision making
- Strong leadership and stakeholder management skills, including influencing senior leaders and multidisciplinary teams
- Experience managing service risks, resilience, continuity and major operational incidents
- Experience developing and delivering service strategies, operating models and roadmaps
- Experience managing budgets, forecasting and delivering value for money
- Experience managing suppliers and commercial relationships to achieve service outcomes
- Desirable: Knowledge of ITIL v4 or equivalent service management frameworks
- Leadership
- Stakeholder management
- Collaborative working
- ITIL v4 knowledge (desirable)
- Service governance and risk management
- Performance analysis and KPI/SLAs tracking
Service Owner in Worthing employer: United Kingdom Government
At HM Revenue and Customs, we pride ourselves on being an exceptional employer that fosters a culture of inclusivity, collaboration, and continuous professional development. As a Senior Business Analyst, you will have the opportunity to lead transformative projects in a dynamic environment while benefiting from flexible working arrangements and a commitment to employee growth. With a focus on meaningful work and a supportive team atmosphere across various UK locations, HMRC is dedicated to helping you thrive in your career.
