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Service Owner

4 months ago

Bengaluru, India Tesco Bengaluru Full time
Job Description

Summary: The Service Owner is responsible for running and maintaining infrastructure services. You will be part of the Infrastructure Service & Operations team and represent your service within Infrastructure and Technology end to end depending on the type of service being defined.

In this role, you will be trailblazer in our Transformation journey from a technical driven Operations towards a Colleague Centric and experience driven service organization.

You build strong relationships with wider stakeholders who are involved in the service delivery. As a Opex budget holder, you are responsible for the commercial aspects of running the infrastructure services, managing supplier’s service delivery performance and associated resources. 

Job Responsibilities:

As an effective leader and strategic thinker, you implement/adopt the end-to-end service operating model supporting the product /experience features and functionalities defined by the Product Manager. Adhering to TESCO’s ITSM process framework, you are responsible for all aspects of the service lifecycle after service transition.

Enacting a vision for a modern, next generation Service & Operations you will become a pioneer for our organizational evolution towards future AI led operations and automation for running best in class services.  

You closely collaborate with the Product Managers, the responsible Technical Program Managers, the Head of Service Management, Infra Engineering, Contract management, Service Tools Architect and service consumers in order to:

  • Input into technical design documents to ensure effective and efficient operations.
  • Participate in sourcing decisions and contract negotiations regarding service integration and run (operations) managed services (As applicable)
  • Adopt ITSM processes and tools for your services across the entire delivery chain (including suppliers).
  • Assure service readiness by defining applicable service readiness criteria and conducting service acceptance testing upon technical cutover.
  • Own the RUN part of service delivery and performance after service acceptance testing.
  • Manage a good balance between new implementation and run changes to ensure stability of the services.
  • Set up and execute an effective service governance with suppliers.
  • Implement SLA KPI framework which represents business requirements and TESCO’s priorities.
  • Perform fit for purpose service and SLA reporting, leveraging data-driven insights to ensure service performance and drive service improvements.
  • Establish and deliver service improvement plans.

Qualifications

Required Skills:

  • Overall 10+ years of experience in similar role
  • Extensive experience in technical knowledge on service management processes
  • Practical experience to implement change and MIM concepts
  • A good technical understanding of the infrastructure services you will be responsible for.
  • Experience in defining and delivering critical infrastructure services in corporate environments.
  • Demonstrated track record in effective supplier management.
  • Competence and confidence to successfully collaborate with internal and business stakeholders as required from time to time
  • Experience of working with Apps teams in DevOps environments and understanding of their services at scale, ensuring effective collaboration.
  • Experience in working in a matrix organization, with demonstrated influencing, facilitation, and stakeholder management skills to drive results in collaboration with your peers, without direct reporting lines since this also could be a individual contributor role with small team but having wider influence.
  • Know-how to leverage data science and analytics for effective and experience led service operations
  • Capability to lead service improvement initiatives demonstrating measurable results.


Additional Information

Important Notice: 

On behalf of Tesco Bengaluru, we must caution all job seekers and educational institutions that Tesco Bengaluru does not authorise any third parties to release employment offers or conduct recruitment drives via a third party. Hence, beware of inauthentic and fraudulent job offers or recruitment drives from any individuals or websites purporting to represent Tesco. Further, Tesco Bengaluru does not charge any fee or other emoluments for any reason (including without limitation, visa fees) or seek compensation from educational institutions to participate in recruitment events. 

Accordingly, please check the authenticity of any such offers before acting on them and where acted upon, you do so at your own risk. Tesco Bengaluru shall neither be responsible for honouring or making good the promises made by fraudulent third parties, nor for any monetary or any other loss incurred by the aggrieved individual or educational institution. 

In the event that you come across any fraudulent activities in the name of Tesco Bengaluru, please feel free report the incident at recruitment_compliance_india@tesco.com