Service Owner

We are seeking a dynamic and motivated Service Owner to lead in one of our largest Defence accounts, overseeing both traditional business functions and Hybrid Cloud managed services. In this senior role, you will be responsible for the end-to-end delivery, development, and management of Services, continually improving quality across multiple products and channels.You will be the primary point to engage with service consumers, business owners, and related stakeholders, ensuring adherence to business processes and governance, while serving as an escalation point for delivery teams. The role specialises in managing communications for service launches and maintenance, ensuring compliance with change control and risk requirements, and collaborating closely with internal teams.The Service Owner will create a service lifecycle roadmap aligned with both customer and business objectives, ensuring services are effectively integrated into the Configuration Management Database (CMDB) and documented accordingly. You will also track and manage service performance, improvements, and enhancements, collaborating with delivery teams to ensure services meet evolving customer needs.Address customer complaints and concerns promptly to maintain strong relationships.Identify and manage service delivery and security risks, ensuring effective mitigation.Lead a Continuous Improvement program, measuring and reporting on service outcomes.Audit services to meet company standards and productivity goals.Ensure successful execution of service changes and new service introductions.Communicate key updates to clients on service delivery, performance, risks, and issues.Coordinate post-reviews for Change, Incident, and Problem management for your services.Contribute to the development of KPIs and Service Level Metrics for service health.Generate and review reports to identify opportunities for service improvement.Represent service delivery in internal and external governance forums.Advocate for the customer in internal service review meetings.Influence the supply chain and collaborate on service changes, product development, and value delivery.Participate in negotiating SLAs and OLAs for the service.Maintain knowledge of customer operations, stakeholders, commercial obligations, and ICT industry best practices.While the service owner is not a day-to-day lead role, you will be working with key strategic and delivery management groups advising on service strategy and service design.  Playing a substantial integration role across Service Management, Chief Technology, Solution Architecture and Service and Technology Operations to shape and lead Leidos ‘as-a-service’ solutions and service delivery.A sample of metrics you will be expected to track and report on for your services include:Time to provision new capability/version of capabilityPerformance to SLAsTotal Cost of OwnershipCost per use for all relevant versions of the serviceBenchmark to industryCurrent Risk profile against plan, including resiliency assessment and security vulnerabilityCase metricsEnd User experience metrics for multiple types of Users