Service Owner

Temenos; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A global banking solutions provider located in Greater London seeks a Service Owner to manage and enhance service offerings. Responsibilities include overseeing the full lifecycle of services, developing standardized approaches, and ensuring quality standards. Ideal candidates will possess strong customer focus, strategic thinking abilities, and relevant experience in customer success or account management. This role includes multiple opportunities for personal and professional development.

Benefits

Maternity leave: Transition back with 3 days per week in the first month and 4 days per week in the second month

Civil Partnership: 1 week of paid leave for those getting married

Family care: 4 weeks of paid family care leave

Recharge days: 4 days per year for mental/physical recharge

Study leave: 2 weeks of paid leave for study or personal development

Qualifications

• Strong desire to help customers achieve their goals.
• Deep understanding of products and services including features.
• Excellent communication to articulate the value proposition.
• Ability to think strategically about service offerings.
• Skill in analyzing customer data for insights.
• Open to continuous learning and improvement.
• Experience in customer success or account management.

Responsibilities

• Manage and track underlying services to meet quality, cost, and performance expectations.
• Develop standardized service approaches and knowledge-based collateral.
• Drive continuous improvement of existing service offerings.
• Gather feedback on services to identify enhancements.
• Ensure packaged services meet defined quality standards.

Skills

Customer focus

Product knowledge

Communication skills

Strategic thinking

Data analysis

Continuous learning

Relevant work experience

Job description

ABOUT TEMENOS

Temenos powers a world of banking that creates opportunities for billions of people and businesses everywhere. We have been doing this for over 30 years through the pioneering spirit of our Temenosians who are passionate about making banking better, together.

We serve over 3000 clients from the largest to challengers and community banks in 150+ countries. We collaborate with clients to build new banking services and state-of-the-art customer experiences on our open banking platform, helping them operate more sustainably.

At Temenos, we have an open-minded and inclusive culture, where everyone has the power to create their own destiny and make a positive contribution to the world of banking and society.

THE ROLE

The Service Owner is a member of the Service Portfolio and Enablement team reporting to the Head of Service Portfolio and Enablement, responsible for managing and tracking the underlying services within their area. They are responsible for ensuring that all services they own meet defined quality, cost, and performance expectations.

Working closely with cross-functional teams across Temenos including Customer Success Management, Professional Services, Operations, Support, Sales, and Production Management you will make sure that the packaged services as identified on our product roadmap are ready for market. This involves developing clearly defined and standardized service approaches, as well as creating knowledge-based collateral to empower our customers and internal Temenos teams.

Reporting to the Services Portfolio Manager and supported by the Services Portfolio Project Manager and Enablement Manager, you will also be accountable for driving continuous improvement of our existing service offerings and identifying opportunities for new marketable offerings through engagement across the Temenos ecosystem.

OPPORTUNITIES

• Typical responsibilities of the Service Owner in the Services Portfolio and Enablement team will include:
• Packaged Services Management: Oversee the full lifecycle of packaged services within your domain. This includes conducting research with internal stakeholders, customers, and partners; designing and publishing services; and maintaining ongoing reviews within the Service Catalogue. Collaborate closely with the Portfolio Project Manager to ensure alignment with the established release schedule.
• Tools and Technology Enablement: Identify and implement appropriate tools and technologies to enhance efficiency and effectiveness across Sales, Customer Engagement Managers (CEMs), Professional Services, and the Service Portfolio and Enablement team.
• Cross-Functional Collaboration and Communication: Partner with teams across the organization to ensure packaged services are strategically designed to meet marketing objectives, customer needs, and delivery methodologies. Communicate service development progress in coordination with the Project Portfolio Manager and other team members.
• Quality Assurance: Ensure that all packaged services released to target audiences meet defined quality standards and expectations.
• Continuous Improvement: Gather and assess feedback on existing packaged services to identify opportunities for enhancement. Work collaboratively with cross-functional teams to implement process improvements that drive service excellence.

SKILLS

• Customer focus: As the person responsible for customer success subscription services, you need to be customer-focused, understand their needs, and be able to anticipate their requirements. You should have a strong desire to help customers achieve their goals.
• Product knowledge: You should have a deep understanding of the products and services we offer, including their features, functionality, and use cases.
• Communication skills: You should have excellent communication skills to articulate your services offering's value proposition, build relationships with internal teams, and address their concerns and questions.
• Strategic thinking: You should have the ability to think strategically about how to optimize our services offerings for our customers' needs. You should be able to identify and prioritize opportunities to drive customer success and revenue growth.
• Data analysis: You should be able to analyse customer data to derive insights and identify areas for improvement in our product offerings. You should use data to measure customer success and adjust your product offerings accordingly.
• Continuous learning: You should have a growth mindset and be willing to continuously learn and improve your service offerings. You should be able to stay up to date with industry trends and emerging technologies and use this knowledge to continuously improve our service offerings.
• Relevant work experience: Relevant work experience in customer success, account management, marketing, or sales can be beneficial in demonstrating your expertise in managing customer accounts and developing customer success strategies.

VALUES

• Care about optimizing your services.
• Commit to identifying areas for improvement.
• Collaborate to ensure packaged services are strategically designed.
• Challenge to identify opportunities for enhancement.

SOME OF OUR BENEFITS include:

• Maternity leave: Transition back with 3 days per week in the first month and 4 days per week in the second month
• Civil Partnership: 1 week of paid leave if you're getting married. This covers marriages and civil partnerships, including same sex/civil partnership
• Family care: 4 weeks of paid family care leave
• Recharge days: 4 days per year to use when you need to physically or mentally needed to recharge
• Study leave: 2 weeks of paid leave each year for study or personal development

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