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.
- Ensure services are operated as integrated end-to-end value streams, not disconnected vendor silos.
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.
- Hold suppliers accountable for outcomes, not effort, including SLA performance, incident quality, proactive problem prevention, and continuous improvement.
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:
o Business impact
o Service stability
o User experience
o Root cause and trend insights
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 using clear, business-focused language.
- Represent operational readiness, risk, and service impact in business governance forums.
5. Incident, Major Incident & Problem Management
- Ensure robust incident and major incident management across suppliers, including escalation, coordination, and communications.
- Drive Problem Management discipline across vendors, ensuring root causes are identified, recurring issues eliminated, and permanent fixes delivered.
- 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.
- Accountable for service transition readiness for new systems, enhancements, or supplier changes, including:
o Support models
o Knowledge transfer
o Runbooks
o Monitoring and alerting
o Service desk enablement
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.
8. Continual Improvement, Automation & Efficiency
- Use incident, problem, and performance data to prioritise improvement initiatives.
- Drive automation, simplification, and standardisation across suppliers to:
o Reduce manual effort
o Improve stability
o Lower run costs
o Enhance user experience
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.
