ETIC, Service Owner Senior Manager

Line of Service

Advisory

Industry/Sector

Technology

Specialism

Advisory - Other

Management Level

Senior Manager

Job Description & Summary

Overview: As a Service Owner, you'll be accountable for the quality and performance of their service, managing end-to-end services that include multiple CoTs, SaaS, Global and custom build products and channels. You will bridge multidisciplinary business areas and stakeholders, ensure adherence to business processes, and act as a point of escalation for delivery teams. Responsible for the budget, they strategically allocate funding and effectively communicate service benefits and performance. This role requires strategic oversight and a commitment to continuous improvement and service quality enhancement.

Key Responsibilities:

• Own the overall quality, performance, and delivery of assigned services

• Manage services that span multiple technologies and delivery models, including CoTs, SaaS, global platforms, and custom solutions

• Act as the primary point of escalation for delivery teams, resolving issues and ensuring service continuity

• Bridge multidisciplinary business areas, fostering alignment between technical teams and business stakeholders

• Ensure adherence to established business processes and governance standards

• Strategically manage service budgets, allocating funding to maximize value and efficiency

• Communicate service performance, benefits, and strategic direction to stakeholders at all levels

• Drive continuous improvement initiatives to enhance service quality, user experience, and operational efficiency

• Maintain strategic oversight of service lifecycle, ensuring alignment with organizational goals and evolving business needs

Qualifications:

• 11+ years of experience - 6+ years of relevant experience

• Proven experience in service ownership or service management roles within complex IT environments

• Strong understanding of SaaS, CoT, and custom-built solutions

• Excellent stakeholder management and communication skills

• Demonstrated ability to manage budgets and articulate value propositions

• Commitment to service excellence and continuous improvement

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Agile Methodology, Analytical Thinking, Business Case Development, Business Process Improvement, Change Control Processes, Coaching and Feedback, Communication, Costing, Creativity, Embracing Change, Emotional Regulation, Empathy, Inclusion, Influence, Intellectual Curiosity, IT Project Lifecycle, Kanban (Project Management), Learning Agility, Optimism, Plan of Action and Milestones (POA&M), Process Mapping, Process Standardization {+ 31 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship?

No

Government Clearance Required?

No

Job Posting End Date