Service Owner

Location

Abingdon, Oxfordshire | United Kingdom

Job description

About RM
At RM we provide technology and resources to the education sector, supporting schools, teachers and learners, with one goal, to improve education outcomes worldwide. What we do helps all levels of the industry, from preschool to higher education and professional qualification, our customers include schools, examination boards, central governments and other professional institutions. We have a clear purpose to enrich the lives of learners worldwide.  

To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work.  

As a Service Owner, you will own be the undisputed expert and go to person for all aspects of one or more services, owning the roadmap throughout the service lifecycle.

You will be responsible for aligning the service strategy with the business objectives, ensuring that it meets customer expectations. You will oversee the end-to-end delivery and performance of a specific service or group of services and drive continuous improvement initiatives in those services.

While this is primarily an internal role there will be occasions when the Service Owner will need to meet with customers. For example, this may be as part of the sales process or as part of regular customer service reviews.

This role requires leadership, strategic thinking, and the ability to collaborate with various stakeholders to achieve service excellence.

Service Design & Development

• Collaborate with the Proposition Managers and Service Architects to ensure our services are in line with the Assessment business strategy.
• Define service level agreements (SLAs), and operational procedures.
• Define service goals, objectives, and performance metrics to measure success.

Service Delivery & Operations

• Oversee the day-to-day operations of the service, ensuring adherence to SLAs, quality standards, and regulatory requirements.
• Monitor and report on service performance, identify areas for improvement, and implement corrective actions.
• Identify and manage service dependencies, risks, and issues.
• Collaborate with the cross-functional teams to foster a culture of continuous improvement, driving initiatives to enhance service efficiency, effectiveness, and customer satisfaction.

Commercial

• Understand the “cost to deliver” of services, identifying and implementing opportunities for cost optimisation.
• Ensure transparency of service costs, ensuring cost models for new and existing customers include the appropriate service costs.
• Meet with customers as required in the context of Subject Matter Expert for a particular service

Service Governance & Compliance

• Define and enforce service governance frameworks, policies, and procedures.
• Ensure compliance with relevant regulations, standards, and contractual obligations.
• Conduct audits and assessments to validate service compliance and identify areas for improvement.
  

Impact & Influence

• Directly impact customer satisfaction through quality of service
• Influence sales/bid responses that include services you own
• Influences Proposition design
• Operational/Service delivery budgets based on cost to serve
• Influence delivery teams who contribute to running your service

  Knowledge, Skills & Experience

• Experience of delivering services in a high stakes environment
• Strong customer focus
• Excellent internal stakeholder management
• Ability to provide clear reporting to senior levels
• Experience of identifying & implementing service improvements
• Experience of working in a cloud based software product environment
• Knowledge of the Assessment domain would be an advantage
• Strong communication skills – applicable through multiple channels (written, spoken, workshops, presentations)
• Proven ability of organisational planning and problem solving
• Understanding of personal data, GDPR and other data protection regulations
• Ability to develop cohesive working relationships with internal/external stakeholders, on-shore and off-shore
• Ability to work effectively under pressure with competing and rapidly changing priorities

What’s in it for you?  

At RM we recently introduced My Work Blend @RM which provides office - based colleagues with multi location and hybrid working options to suit them . As well as your office base , you can spend a proportion of your time working at other locations that suit your role and your life, including home, other offices, customer sites, distribution centres or on the move. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process. We expect how we make best use of hybrid working may continue to adapt as we adjust to our new ways of working.   

At RM we are committed to making the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us a t [email protected] .  

As well as a competitive salary and our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available , some roles are also eligible for a performance-related bonus .  

There are lots of voluntary benefits too. You could buy additional annual leave, join our dental plan, sign for a health assessment , or take part in our cycle to work scheme. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.  

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Salary