Collaboration & Productivity Service Owner

TN United Kingdom; Woking; On-site; GBP 40,000 - 80,000; Full time

Job description

Overview

Responsible for delivering all End User compute and Service Desk services to Nomad Foods functions and Markets. Owns all Service Delivery aspects of these services and collaborates with Architecture, Security, Data Office, and Service Management to continually improve the service.

Service scope includes end user hardware devices (Laptops/Desktops/Mobiles), productivity applications such as Office 365, and IT support services (ServiceNow self-service, chat, Request catalogue).

Manages daily operations to minimize downtime and its impact, representing Group Technology and advocating for the business.

Builds and maintains a comprehensive understanding of the end-to-end service, including design, components, service providers, interfaces, service levels, and processes.

Possesses a solid technical understanding of the service and how it is used by the business, coaching staff responsible for delivering the service.

Responsibilities

• Maintain current technical, architectural, and process understanding of the services.
• Act as guardian of the service, managing risks, compliance, operational changes, and acceptance from projects.
• Serve as the escalation point for major incidents, participating in resolution and communication.
• Own demand and capacity management, maintaining capacity plans to ensure service availability.
• Establish and manage relationships with outsource service partners, ensuring performance meets contractual requirements.
• Collaborate with the Service Owner team and wider Technology department for cross-team initiatives and improvements.
• Manage a user group for services, leveraging feedback to improve service and technology innovation.
• Maintain knowledge of other services and act as delegate to other Service Owners when needed.
• Participate in an on-call rota outside business hours as a Service SME.

Qualifications

• ITIL Foundation certification or higher.
• Customer service focus and background.
• Experience in Service Delivery Management, Service Ownership, or Service Architecture.
• Experience with Service Desk or outsource service providers.
• Strong Service Management skills, especially in Capacity and Demand Management.
• Knowledge of Incident, Change, Problem, and Event Management processes.
• Broad technical understanding of IT services.
• Technical ability in managing engineering/IT teams and delivering solutions.
• Proficiency with Microsoft 365 tools.
• Experience in matrix management at engineering and stakeholder levels.
• Excellent communication skills across all levels.
• Experience managing suppliers/partners to meet contractual obligations.
• ITIL Intermediate or Expert certification preferred.
• Experience in FMCG roles is advantageous.
• Experience in Service Design and/or Service Architecture.
• Support skills for Windows operating systems on PCs.