IT Service Owner

The IT Service Owner (ITSO) is responsible for the on-going supply and support
of a single or multiple IT Service(s) to internal stakeholders. This job acts
as a point of contact for the internal stakeholders, accountable for
addressing, overseeing, or managing enquiries related to provision of the
Technology services. Additionally, the job requires working in projects of a
variety of sizes, which are single or multiple work stream(s), have country or
global dimension, and be of both narrow and broad scope. One of the principal
accountabilities is to support the Programme Management Office in carrying out
project monitoring, governance and reporting activities.

The role will hold most or all of following responsibilities:
* Tracking statuses of project deliverables and milestones.
* Risk and issue monitoring and co-ordination.
* Coordination of the regular project and programme level reporting.
* Co-ordination of project governance arrangements.
* Manage the collection, collation and processing of project information from stakeholders.
* Monitor and report on budgets and expenditure.
* Assist with the implementation of project standards across projects.
* Managing and updating project documentation, process documents and information sources.
* Responsible for defining the right service offerings to balance the business and customer needs and demands against costs.
* Accountable for overseeing design processes, solution architectures, and definition of key metrics.
* Act as a point of escalation for the development & delivery teams.
* Accountable for ensuring that the implemented service meets the design and necessary functional and non-functional requirements, and any transition into the live environments is fully documented in the stipulated system.
* Ensure that the service continues to meet the customer needs & demands, and takes corrective action where necessary.
* Continual Service Improvement - ensuring incremental improvements to the Service, corrective measures to recover service performance, and eventually the demise of the Service when it is no longer required.
* Engaging all relevant stakeholders to maintain visibility on their service availability, operability metrics, risk appetite, incidents and control effectiveness and to provide robust challenge to the same audience when risk appetites are threatened and instigate the incident process when risk appetite is breached.
Requirements
Experience:
* ‎7+ experience in IT: from gathering business requirements, analysis, to project management
* Proven experience of managing portfolio of services
* Solid experience in software development lifecycle, in addition to project management frameworks
* Strong understanding of service management, preferably ITIL certified
* Proven experience of stakeholder management, producing reports and dashboards to senior management

Skills:
* Strong communication skills
* End-to-end ownership mindset
* Time management and handling difficult situations
* Proven ability to priorities competing demands
* Leadership skills, and ability to influence others
* In depth IT technical knowledge (analysis, project management, and service management)
* Problem solving and managing customer expectations properly