Senior Digital Service Owner

Senior Digital Service Owner

As a Senior Digital Service Owner, you will lead the development and delivery of a comprehensive digital service portfolio. You will define and implement the strategy for multiple service areas - including cloud and hosting, collaboration and communication tools, engineering and research platforms, enterprise IT systems, software services, and workplace technology. You will be accountable for ensuring these services are well-governed, high-quality, and aligned with business priorities.

Key Responsibilities

Develop and implement a cohesive multi-service digital strategy that meets both current and future business needs.

Collaborate with technical specialists, project managers, and portfolio leads to ensure digital services are effectively designed, delivered, and continuously improved.

Oversee the full life cycle of each service - from inception and deployment to operation, improvement, and retirement.

Maintain responsibility for governance, service performance, and end-to-end delivery to agreed standards and service levels.

Act as the primary escalation point for issues within your service portfolio.

Monitor, evaluate, and report on service quality, using insights to drive continuous improvement.

Build and sustain strong stakeholder relationships through clear communication, influence, and collaboration.

Work in an agile and adaptive way to manage priorities and respond to evolving organisational needs.

Essential Skills and Experience

Proven experience in developing and delivering digital or IT service strategies that align with business goals.

Strategic and analytical mindset, capable of translating business requirements into operational outcomes.

Demonstrated success in managing IT or digital services throughout their life cycle - from planning and implementation through to optimisation and decommissioning.

Experience leading multiple concurrent digital services, ensuring adherence to performance standards, contracts, and SLAs.

Skilled in managing service delivery through diverse sourcing models (in-house, contract, and third-party suppliers).

Experience negotiating and managing SLAs and ensuring effective performance management of internal teams and external vendors.

Strong leadership, communication, and stakeholder management abilities.

Capable of balancing conflicting priorities and adapting quickly to change.

Experience working across digital teams to develop roadmaps and deliver initiatives that provide measurable business value.

Certified or experienced in ITIL (v3 or equivalent).

Familiarity with agile methodologies such as PMI-Agile, Scrum, or similar frameworks.