Key Responsibilities
1. End-to-End Service Accountability
Own the end-to-end operational performance of all applications and services within the assigned capability stream, regardless of supplier or delivery tower.
Act as the business-facing service owner, accountable for availability, reliability, performance, and user experience.Ownership of the service experience, including NPS for all applications in your capability stream.
Own service & vendor accountability, governance, and performance reviews against defined SLAs and KPIs.
2. Supplier & SIAM-Oriented Service Orchestration
Lead and govern strategic managed service providers, SaaS vendors, and system integrators delivering application and service support. Operate as part of a SIAM-style model, ensuring clear RACI, handoffs, and collaboration across multiple suppliers.
3. Service Performance & Governance
Define, manage, and continuously improve SLAs, XLAs and KPIs aligned to business priorities and critical business events.
Ensure transparent, accurate, and meaningful reporting focused on:
Drive performance interventions where services fall below agreed standards.
4. Stakeholder & Business Relationship Management
Serve as the primary IT service delivery partner for senior stakeholders within the aligned capability stream.
Translate business demand, priorities, and pain points into service delivery objectives and supplier commitments.
Proactively communicate service health, risks, and improvement actions for applications in your capability stream using clear, business focused language.
5. Incident, Major Incident & Problem Management
Collaborate with IT Service Management to ensure robust incident and major incident management for applications in your capability stream across suppliers, including escalation, coordination, and communications.
Sponsor or lead Major Incident Management, ensuring rapid restoration and effective business communication for applications in your capability stream.
Drive Problem Management discipline across vendors, ensuring root causes are identified, recurring issues eliminated, and permanent fixes delivered to improve application services in your capability stream.
Hold suppliers accountable for preventable incidents and repeat failures.
6. Change, Release & Service Transition Oversight
Govern supplier-led change and release activities to balance speed, stability, and risk.
Ensure all changes meet quality, security, and compliance requirements.
Accountable for service transition readiness for new systems, enhancements, or supplier changes to applications in your capability stream, including: Minimise early-life failures and production issues post-go-live.
7. Operational Risk, Resilience & Compliance
Identify and manage service delivery risks across suppliers, including capacity, resilience, security, and compliance.
Ensure services adhere to internal controls, audit requirements, and regulatory obligations.
Drive improvements in monitoring, resilience, and recovery capabilities to protect critical business processes.
8. Continual Improvement, Automation & Efficiency
Own and execute a continual service improvement roadmap for the capability stream.
Use incident, problem, and performance data to prioritise improvement initiatives. Drive automation, simplification, and standardisation across suppliers to:
Champion modern service management practices and tooling (e.g. ServiceNow).
9. Financial & Contractual Management (Run Services)
Manage run-state costs associated with the service portfolio, including vendor spend and support contracts.
Ensure cost transparency and value-for-money from service providers.
Support commercial governance, contract compliance, and service demand prioritisation.
