Service Owner

Job Type:
Cloud & Infrastructure
Job reference:
29 days ago

ROLE: Service Owner
SALARY: £50,870 - £62,643 per annum
TYPE: Perm
SECURITY CLEARANCE: SC Clearance or have been a residence in the UK for at least 5years and willing to go forward for clearance.

Job Information
As Service Owner of Cloud & Virtual Platforms, you will act as the technical subject matter expert and lead on defining and delivering a vision for the Cloud & Virtual Platforms service. You will be responsible for owning, maintaining and evolving innovative technology products and services that deliver maximum value for users with a strong commitment to continuous improvement. You will own day-to-day management and prioritisation of the service backlog, collaborating with colleagues across the Digital Service and beyond to provide a highly available, secure and reliable Cloud & Virtual Platforms service.

Responsibilities Customer Service Delivery (BAU)
* Maintains standards of excellence across all areas of delivery, including user experience, accessibility, reliability, performance and delivering a high quality service. Further Information: Candidates should refer to the Digital Service Careers Website or contact Digital Service Recruitment at .com
* Day-to-day management of the product service backlog: actively limiting work in progress, removing blockers and prioritising the flow of work to ensure that the user need is paramount in all delivery
* Actively monitors and reviews the performance of the Cloud & Virtual Platforms product / service, managing availability, capacity and acting as the key point of contact during major incidents
* Actively monitors cloud platform usage and spending patterns, working closely with key stakeholders to manage and optimise running costs of services running in the cloud
* Responsible for lifecycle management and capacity planning for Cloud & Virtual Platforms product and service
* Promotes and optimises the use of monitoring and analytics tools for performance and uptake metrics for the product and service. Develops and implements automated processes, wherever possible, for the control and early warning or prediction of issues
* A strong commitment to continuous improvement and development


* Collaborates with the 'Head of Networking & Hosting Platforms' to input into architecture, roadmap and standards for Cloud & Virtual Platforms
* Acts as technical lead in supplier selection; conducting research into emerging technologies; providing the technical evaluation of products, options and responses to tenders
* Provides technical direction and advice to programmes and projects. Recognises, and actively seeks ways to exploit technology to address complex business, organisational and technical issues, of both a conventional and innovative nature. Influences senior level stakeholders and project teams throughout change initiatives, taking proposals from idea to minimum viable product and into production
* Proactively manages the ongoing support model for new technologies, ensuring that service design is built into proposals from the outset
* Provides input into business cases as appropriate, promoting innovative solutions and design options, which deliver maximum value for users
* Inputs into operational plans, policies, procedures and transition/migration plans

* Embraces and promotes a culture of delivery within the team, supported by taking an agile, open, user-driven approach
* Day-to-day management of technical resource, ensuring relevant levels of skills, productivity, performance and motivation are maintained. Recruitment and allocation of appropriate technical resource for projects / business requests
* Monitors and coaches direct reports in all aspects of current best operational practice. Delegates responsibility for carrying out specific tasks as appropriate, ensuring that these are carried out effectively and efficiently to agreed levels of service. Provides IPR input to relevant team members in the technical resource pool
* Ensures a culture of open and inclusive collaboration across the Technology team. Actively supports and encourages the creation of multi-skilled technical teams within a product-centric environment
* Proactively encourages diversity and inclusivity taking practical steps to improve and maintain workforce diversity, ensuring effective succession planning and skills development
* Builds excellent collaborative relationships with key internal stakeholders and external suppliers / partners

* Acts as the subject matter expert representing the product / service during design reviews, service assessments and change boards
* Ensures that high quality change control management is practiced for all BAU changes
* Owns the acceptance into service process for any new functionality being onboarded
* Identifies, owns and mitigates risks associated with the hosting platform product and service
* Ensures cyber security is considered and embedded into every aspect of how the hosting Platform operates
* Ensures compliance with all agreed policies


Criterion 1
Experience in designing, implementing and supporting Cloud & Virtual Platforms solutions, with specific knowledge of: o Cloud hosting solutions, such as Microsoft Azure and their respective Infrastructure-as-a Service, Platform-as-aService and Software-as-a-Service products
o Network architectures to support the use of Public Cloud services including usage of Virtual Private Cloud connections, such as Express Route.
o Awareness of server / platform performance monitoring, analysis and troubleshooting tools, such as SCOM and OMS

Criterion 2
Knowledge and experience of:
o Physical and cloud-based pre-production environments.
o Physical and cloud-based back-up technologies.

Criterion 3
A good awareness of the following:
o Cloud / software defined networking
o The benefits of serverless technologies, optimisation, automation and selfservice
o Powershell scripting

Criterion 4
A good awareness of the following:
o Database management systems such as SQL
o Server Operating Systems (e.g. Windows Server and Linux)
o Administration of Active Directory Services
o Public Key Cryptography and administration of certification authority services

Criterion 5
Strong teambuilding and management skills with the ability to motivate, lead and develop a large diverse team ensuring resources are organised appropriately and effectively

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