Service Owner

Sysco

1d•Hybrid

About The Position

Responsible for ensuring the timely and effective delivery of specialized services that support agile software development teams or BT operations more broadly. Develop and lead a team of people with a focus on skills and deliverables. Oversee and take accountability for team’s actions, providing day-to-day hands-on direction. Engage directly with customers to ensure delivery of a high-quality, robust, and scalable product on a regular basis.

Requirements

Bachelor's degree or equivalent
5–8 years of experience working with service teams with 4+ years working in an agile environment
Proven experience with managing expectations, enhancing services, and providing consistent and high quality services
Sound knowledge in one or more service or tools and processes used by a specific service
Sufficient knowledge of the specialized or critical services that are provided by the team
Demonstrated leadership skills and the ability to make decisions and set clear priorities
Strong communication, negotiation, and collaboration skills across teams and stakeholders
Ability to understand and analyze an end-to-end process related to the service provided and how to improve upon the process
Strong people and customer management skills to ensure expectations are being met

Responsibilities

Owns people management responsibilities for 3–10 service team members
Responsible for defining and maintaining a clear service offering with associated SLAs to enable effective coordination and planning
Manages the end-to-end service delivery process to ensure effective and timely delivery of services
Understands, manages, and communicates the prioritization of service requests with customers
Negotiates with customers to set clear expectations of what and when the services will be provided
Empowered to determine best practices and evolve the service delivered to address different customer needs
Ensures highly specialized knowledge and skills on the service team to effectively deliver the service offering
Facilitates collaboration among the service team itself and with other teams that are impacted by the service
Assists product and platform teams in the elaboration of epics and stories to take into account service dependencies
Weighs risks, issues, and impediments being experienced by customers and actively assists with issue resolution
Supervises service team members as they engage with stakeholders, build a backlog, and deliver work
Maintains an analytical perspective during a crisis and supports crisis resolution.
Holds self and others accountable for measurable high-quality, timely, and cost-effective results.
Takes ownership of and is accountable for one or more complex products, features, components, or solutions and associated performance metrics.
Ensures team level decisions align with priorities and strategic agenda for project/product.
Leverages budget and other financial information to support staffing and business planning efforts.
Identifies risks and their potential outcomes and proposes possible solutions to meet business objectives.
Fosters an inclusive workplace where diversity and individual differences are valued.
Participate in process analysis to determine areas of improvement using Lean and Agile methodologies.
Presents results and/or demos with appropriate complexity for different audiences.