Service Experience Service Owner

Synapri; Greater London; Hybrid; GBP 65,000 - 85,000; Full time

Job summary

Synapri in London is seeking a Service Management lead to own end-to-end digital service experiences within a large organisation, on a hybrid basis with 2-3 days onsite. You will shape service strategy, define KPIs and roadmaps, drive continual improvement, and collaborate with Product, Technology and Operations across senior leadership.

SC security clearance is required or will be pursued. This role suits those who can turn data into better user outcomes and manage suppliers to deliver

Qualifications

• Proven experience owning and improving end-to-end digital or technology service experiences within large, complex organisations.
• Strong experience understanding user needs and translating insight into measurable service improvements across multiple channels and touchpoints.
• Experience defining service strategy, roadmaps, service levels, KPIs and continual service improvement plans.
• Demonstrable experience supporting major digital transformation, service modernisation or operating model change programmes.
• Ability to use service data, user feedback and performance measures to identify issues, prioritise improvements and improve user outcomes.
• Strong experience working across Product, Technology, Service Management, Operations and senior leadership teams.
• Experience coordinating internal teams and third-party suppliers to deliver consistent end-to-end service outcomes.

Skills

Service ownership

User-centred delivery

Service management

Digital transformation

Service performance

Stakeholder management

Supplier & delivery management

Job description

Location:London (hybrid working - 2-3 days onsite)

Duration:12 months +

Vetting:SC security clearance will be required

Essential Skills

• Service Experience Ownership: Proven experience owning and improving end-to-end digital or technology service experiences within large, complex organisations.
• User-Centred Service Delivery: Strong experience understanding user needs and translating insight into measurable service improvements across multiple channels and touchpoints.
• Service Management: Experience defining service strategy, roadmaps, service levels, KPIs and continual service improvement plans.
• Digital Transformation: Demonstrable experience supporting major digital transformation, service modernisation or operating model change programmes.
• Service Performance & Improvement: Ability to use service data, user feedback and performance measures to identify issues, prioritise improvements and improve user outcomes.
• Stakeholder Management: Strong experience working across Product, Technology, Service Management, Operations, Change and senior leadership teams.
• Supplier & Delivery Management: Experience coordinating internal teams and third-party suppliers to deliver consistent end-to-end service outcomes.

Desirable Skills

• Previous Central Government or wider UK Public Sector service ownership experience.
• Knowledge of GDS Service Standard, Service Manual and user-centred design principles.
• Experience delivering services across complex, cross-government or multi-agency environments.
• Knowledge of ITIL v4, SIAM and modern service management practices.
• Experience with ServiceNow or equivalent enterprise service management platforms.
• Understanding of accessibility, inclusive design and assisted digital requirements.
• Experience establishing service experience metrics, user satisfaction measures and continuous improvement frameworks.
• Security Clearance: Willing and eligible to obtain SC clearance; active SC clearance advantageous.

Our client operates hybrid working 2-3 days in London, with occasional client site visits will be required into Glasgow.