Service Owner

**The Position**:
The Service Owner for Workplace & Collaboration is responsible for the overall management and ownership of workplace and collaboration-related IT services within the organization. This role plays a pivotal role in ensuring that these services meet the needs and expectations of their users, align with business objectives, and deliver value to the organization. The Service Owner defines the workplace and collaboration service strategy, manages service design and delivery, and acts as the primary point of contact for all service-related matters.

**Internal Relationships**:
Cross-functional IT Teams, service desk, end users: Collaborate on service design, development, delivery, and operations.

**External Relationships**:
Service Providers and Vendors: Collaborate for service delivery and improvement.

Industry Associations: Stay informed on workplace and collaboration service trends and best practices.

**Major Responsibilities**:
**Service Strategy and Planning**:

- Develop and communicate a clear workplace and collaboration service strategy, including objectives, scope, and goals.
- Align the workplace and collaboration service strategy with the organization's business and IT objectives.

**Service Design and Development**:

- Define the workplace and collaboration service portfolio, including service offerings, service levels, and service catalogue items.
- Collaborate with stakeholders to design and develop workplace and collaboration services, ensuring they meet user needs and quality standards.

**Service Delivery and Operations**:

- Oversee the day-to-day delivery and operation of workplace and collaboration services.
- Monitor service performance, availability, and reliability, taking proactive measures to ensure continuous improvement.

**Service Ownership and Accountability**:

- Act as the primary point of contact and accountable owner for workplace and collaboration services.
- Define and manage service-related policies, standards, and procedures.

**Service Governance and Compliance**:

- Ensure that workplace and collaboration services comply with relevant industry regulations and internal policies.
- Manage service risks and compliance requirements.

**Stakeholder Engagement**:

- Collaborate with internal and external stakeholders, including service providers and vendors.
- Gather and prioritize user feedback and requirements to enhance workplace and collaboration services.

**Service Improvement**:

- Continuously identify opportunities for service improvement and optimization.
- Drive service enhancements based on feedback and performance analysis.

**Incident Management**:

- Own the incident resolution for any workplace and collaboration service issues, providing resolution or allocating it to relevant team members.

**Financial Management**:

- Manage the budget and financial aspects of workplace and collaboration services, including cost optimization and resource allocation.

**Key Deliverables**:
**Quantitative KPIs**:

- Percentage adherence to workplace and collaboration service uptime and availability SLAs.
- Percentage adherence to SLAs for resolution of incidents.
- NPS for workplace and collaboration services from end users.

**Qualitative KPIs**:

- Effectiveness in implementing initiatives to improve the quality of workplace and collaboration services.

**Qualifications**:
**Education/Training Qualifications**:

- Bachelor’s degree in a relevant field (e.g., Business, Information Technology).
- ITIL or relevant service management certification is preferred.

**Experience**:

- 5-8 years of experience in service management or related roles.
- Proven track record of successfully managing and owning workplace and collaboration services.
- Strong understanding of service management frameworks and best practices.