Service Owner

TN United Kingdom; Abingdon; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player in education technology is seeking a Service Owner to lead service strategy and delivery. This role involves collaborating with various stakeholders to ensure services align with business objectives and customer expectations. You will oversee operations, implement improvements, and manage service governance while fostering a culture of excellence. With flexible hybrid working options and a competitive salary, this company is dedicated to creating an inclusive environment where every team member can thrive.

Benefits

Private Healthcare

Life Assurance

Pension Plan

Voluntary Benefits

Extra Leave Options

Performance Bonuses

Qualifications

• Proven experience in delivering high-stakes services.
• Strong customer focus and stakeholder management skills.

Responsibilities

• Oversee daily operations, ensuring adherence to SLAs and quality standards.
• Define service level agreements and operational procedures.

Skills

Stakeholder Management

Service Improvement

Cloud-Based Environments

Communication Skills

Organizational Skills

Problem-Solving

Data Protection Regulations (GDPR)

Job description

Overview

Do you want to help enrich the lives of learners worldwide? At RM, we’ve been pioneers in education technology since [year]. We provide technology and resources to the education sector, supporting over 10 million students globally. We work with 28 schools, nurseries, and education trusts in various countries to deliver customer-centric solutions that improve education outcomes worldwide. Our efforts support learners at all stages, from preschool to higher education and professional qualifications. We partner with schools, examination boards, central governments, and other professional institutions to achieve this mission.

Role Summary

As a Service Owner, you will 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 align the service strategy with business objectives, ensure customer expectations are met, oversee end-to-end delivery and performance, and drive continuous improvement initiatives. While primarily an internal role, there will be occasions to meet with customers, such as during sales processes or regular reviews. This role requires leadership, strategic thinking, and collaboration with various stakeholders to achieve service excellence.

Responsibilities

1. Service Design & Development
2. Collaborate with Proposition Managers and Service Architects to ensure services align with the assessment business strategy.
3. Define service level agreements (SLAs) and operational procedures.
4. Set service goals, objectives, and performance metrics.

1. Service Delivery & Operations
2. Oversee daily operations, ensuring adherence to SLAs, quality standards, and regulations.
3. Monitor and report on service performance, identify improvement areas, and implement corrective actions.
4. Manage service dependencies, risks, and issues.
5. Promote a culture of continuous improvement within cross-functional teams.

1. Commercial Aspects
2. Understand and optimize the cost to deliver services.
3. Ensure transparency of service costs and proper cost modeling for customers.
4. Engage with customers as a Subject Matter Expert when needed.

1. Service Governance & Compliance
2. Define and enforce governance frameworks, policies, and procedures.
3. Ensure compliance with regulations, standards, and contractual obligations.
4. Conduct audits and assessments for service validation and improvement.

Experience and Skills

• Proven experience in delivering high-stakes services.
• Strong customer focus and stakeholder management skills.
• Ability to report clearly to senior leadership.
• Experience in service improvement initiatives and cloud-based environments.
• Knowledge of the assessment domain is advantageous.
• Excellent communication skills across multiple channels.
• Organizational, planning, and problem-solving abilities.
• Understanding of data protection regulations such as GDPR.
• Ability to build effective relationships with internal and external stakeholders.
• Capable of working under pressure with changing priorities.

What’s in it for you?

At RM, we offer flexible hybrid working options, a competitive salary, and a comprehensive benefits package including private healthcare, life assurance, and a pension plan. Additional perks include voluntary benefits, extra leave options, and performance bonuses. We are committed to diversity and inclusion, creating a welcoming environment where everyone can bring their whole selves to work. If you require support during the application or interview process, please contact us. Note: Sponsorship is not available for this role.