Service Owner

• General:

• Manage the Service Business Continuity and SLA/KPI adherence.

• Work for Business stakeholder satisfaction for the service delivery including surveys.

• Execute quality assurance and performance of the IT service(s) according to SLA’s agreed with business. Monitors IT service delivery performance, end-to-end. Analyzes and reports deviations from SLA and proactively proposes and drives improvement actions.

Contributes solving business escalations impacting business performance and participates in RCA for critical incidents and ensure execution and completion of any improvement plans associated

• Service roadmaps and releases:

• Supports service roadmaps; documents and validates planned activities, technical releases, changes, ramp ups and –downs, and aligns them with the project roadmap, provider contracts, architectural requirements, security

• Proactively identifies and manages the dependences between services or service roadmaps and planned changes in other areas (e.g. processes)

• Manages the execution of technical releases, change management and service communication

• Service Costs:

• Monitors total service costs and is responsible for continuous service cost planning and LE accuracy. Contribute to the service cost impact analysis as part of the investment proposal / business case and actively seeks cost saving measures

• Supports the service cost impact analysis and creation of the service cost impact as part of the investment proposal / business case

• Signs off IT service cost impact analysis in IC milestone. Actively seeks for cost saving measures

• Service Enhancements:

• Approves minor service enhancements after validation with the product team, requests and related costs within available budget

• Service Catalogue and SNOW:

• Updates master data in Service Catalogue and in IT service management tooling

• Governance tool management (ServiceNow)

• SNOW Workflow maintenance of (BCA / RCA / Minor demands / UPMX)

• ASM Partner and Suppliers:

• Collaborates with respective IT suppliers

• Contributes to definition of the IT Business Service Level Agreement with the suppliers

• Facilitates the governance meetings (BSST) with the business and Service Providers

• Others:

• Monitors service license usage and needs

• Monitors service capacity and initiates needed changes

• Ensures that asset & configuration management is handled promptly with good quality

• Manage service documentation and keeping it up-to-date

• Participates in program/projects in own service area, focusing on the use phase preparation

• Capacity Management of Service (eg sizing storage and servers)

Relevant Exp 10+ years, Total exp 12+ years

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If you’re interested in this role but don’t meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.

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