Service Owner

Job overview / summary    

The Service Owner has the end-to-end responsibility for services delivered by Digital Operations, which also includes management of the service portfolio to ensure the right service mix, as well as being aware of impact of changes on services. 
Service Owner work to stay on top of matters that regard development and delivery of services and therefore must maintain a number of internal interfaces throughout Digital Operations. These interfaces include communication with R&D and Product Management in the Business Line to follow and impact the service setup, as well as individuals in Sales to provide service information in sales phases and Datacenter & Delivery to align service transition and delivery of the service portfolio.
In order to have the overall end-to-end service expertise and awareness of all matters that affects the service, the Service Owner is required to have excellent interpersonal and internal stakeholder management skills, as well as deep technical skills in applicable service areas.

Objectives  

• OIT, revenue, EBITDA targets
• SLA performance
• Shadow P/L for service
• Cost and resource effectiveness for service
• Follow process landscape and compliance requirements
• Take accountability and responsibility towards assigned process roles
• Time objective: Spend of budgeted time on planned tasks
• G+D values

Accountabilities    

• Manage the service portfolio (the right service mix and impact of changes on services)
• Service strategy and roadmap
• Defining and maintaining SLAs
• End-to-end Service Lifecycle Management for the portfolio from a Digital Operations perspective in regards to demand in service design, implementation and maintenance, as well as features, functionality, use-case designs and business cases
• Decisions about new software releases (version X.Y), with Product Management taking decisions on version X and Head Service Management on version X.Y.. 
• Ensure, in collaboration with Supplier Manager and Analyst, that contracts with suppliers support the needs of the business, and that all suppliers meet their contractual commitments
• Continuous measurement of performance of the service, as well as subsequent design and implementation of improvements in order to increase resource and cost effectiveness
• Service specification, including up to date service documentation, for new and existing services by putting requirements on and follow-up on execution in regards to service specification with Head Project Management, Project Manager, Head Service Operations, Cloud & DC Manager, Resource Management and Service & Process
• Specialists
• Standardization of solution portfolio, supported by Bid Analysts
• Provide input to Global Head of Service Management with regards to future strategic development and unaccounted for developments 

Responsibilities    

• Service and service portfolio shadow P/L in accordance with defined service strategy and targets
• Be the service interface towards R&D and Technology and Innovation, and towards Product Management in the PLM process 
• Forecast capacity in regards to new services to be provided to Datacenter & Delivery to enable them to forecast staffing and resource needs
• Proactive horizontal communication across Datacenter & Delivery and Service Quality & Excellence in Professional Services for Service Lifecycle Management (SLM)
• Define new services, SLAs, updates and changes in datacenter strategies in collaboration with Datacenter and Delivery Management
• Close collaboration with Service & Process Specialist, Design Architects, and Service Design Specialists in regards to defining, planning and executing on service specification requirements on new and existing services
• Be the bridge for the service between Product Management and Operations as well as to define, put requirements on and support Datacenter & Delivery in regards to service delivery capabilities needed
• Follow global policies, procedures and tools 
• Meet compliance and information security requirements related to the service
• Evaluate, improve and add applicable work instructions 
• Identify and address day-to-day continuous improvement activities towards Regional Service Quality Manager and/or supervisor for further actions, related to tools, procedures and compliance fulfilment 
• Timely and accurate time reporting

Education and experience    

• University degree or equivalent experience or education
• Minimum of 2 years of experience from Service Lifecycle / Portfolio Management / Product Management, preferably as service or portfolio owner
• Experience of IT, Cloud technologies and/or Security information systems
• IT, IoT, Telecommunications and/or Payment industry experience
• Experience in R&D, IT and/or related engineering field
• Preferably experience with working across different cultures
• Preferably ITIL v3 foundation certified

Knowledge and skills    

• Deep understanding of complex ecosystems, software solutions, software services and solution portfolio
• Excellent reporting skills
• Excellent communication and stakeholder management skills
• Proven ability to develop executive relationships
• Able to understand and motivate people to towards common aims
• Negotiation skills
• Initiative to drive matters to closure and follow-up outstanding items
• Driver mentality, strong sense of ownership
• Service minded and high integrity
• Ability to work under pressure
• Drive for self-learning and improvement
• Ability to adapt to changes
• Ability to follow given processes, procedures and work instructions
• Strong verbal and written communications skills, listening and teamwork skills, and effective presentation skills
• Fluent written and spoken English

What’s great about working with us

• Culture and diversity: Join a people-oriented environment with diverse nationalities, strong team spirit, and flat hierarchies where everyone speaks to everyone. We are an Equal Opportunity Employer and LGBT+ friendly.

• Global Collaboration: Work collaboratively with stakeholders around the globe.

• Career Development: Benefit from continuous training, coaching, and talent development programs.

• Social Benefits: flexible compensation (transport tickets, training, private insurance), etc.

• Own Canteen: Take a break with our breakfast and lunch service, choose from a wide range of menus, salad desk, and sandwich options, all at affordable prices!

• Work-Life Balance: Flexible working hours with the option to work remotely (M-Th 8.30 – 17.30 and Fri 8.30 – 15.30).

• Location: Sant Joan Despí. Easily accessible by public transport.

Privacy Notice

The personal data you provide will be processed to manage your application in accordance with the GDPR and our Privacy Policy, available at Data Privacy | G+D.

$$ We are an equal opportunity employer! We promote diversity in all its forms and create an inclusive work environment, free from prejudice, discrimination and harassment, in which all employees feel a sense of belonging. We warmly welcome all applications regardless of gender, age, race or ethnic origin, social and cultural background, religion, disability and sexual orientation. 

 $$ HR Team Spain $$ seleccion.gdi@gi-de.com $$ $$ $$ https://career5.successfactors.eu/career?company=gieseckede&career_job_req_id=26925&career_ns=job_application