IT Service Owner

Company DescriptionProfessional Computer Services S.A. (PCS) delivers integrated software solutions for vertical banking sectors such as Wealth Management, Private Banking, Custody, Mutual Funds, and Fund Management. With over 30 years of experience, PCS has a successful track record in delivering high-quality banking solutions. The company's support and operations span across 10 countries, including Bulgaria, Cyprus, Greece, Kenya, Luxembourg, Malta, Poland, Romania, Serbia, and Turkey.Job SummaryThe IT Service Owner, employed in an outsourced capacity, is the sole person accountable for the end-to-end management of one or more IT services (Infrastructure, Application, or Professional), ensuring they meet customer expectations and deliver value to the organisation. This role involves overseeing the entire lifecycle of the service, from initiation through retirement, including all associated service offerings regardless of where those components reside. The Service Owner is accountable to ensure the appropriate levels of service delivery, financial spend and continuous improvement.ResponsibilitiesRepresents the service across the organisation and acts as the primary point of contact for all service-related inquiries and issues, having full understanding of the service and underlying components.Advises on proposed new service offering functions or service retirement proposals.Informed of any contracts, subscriptions and/or licenses for the service offerings that make up the service.Manages incidents, problems, and service requests efficiently and effectively. Is involved in the major incident process for any high-priority incidents impacting the service, ensuring problem resolution, and coordinating root cause analysis.Monitors service performance against SLAs and takes corrective actions when necessary and provides input in service attributes such as performance, availability etc.Coordinates with internal teams and external suppliers to ensure service continuity and support, monitoring supplier’s performance and adherence to contract obligations.Defines key service metrics for the monitoring of service’s effectiveness, and reports action plans for improvement as needed.Reviews technical data to ensure that the availability and capacity needs of the overall service are being met.Ensures all transition activities are completed successfully, including testing, documentation, and training.Promotes a culture of continuous improvement within the service team.QualificationsBachelor’s degree in information technology, Computer Science, Business Administration, or a related field.Experience in a service management role preferably in an IT or business services environment up to 5 yearsFamiliarity with ITIL (Information Technology Infrastructure Library) or other service management frameworks will be considered a plus.ITIL Foundation certification will be a plusExcellent Communication and Organisational skillsComplex Problem Solving skillsProject Management skillsAbility to Decision MakingCrisis Management skillsTeam SpiritTechnical Skills:IT Service ManagementConfiguration ManagementPerformance Measurement and ReportingContract and Vendor ManagementSystems IntegrationReportingBenefits:Competitive remuneration package based on skills and experienceMedical InsuranceHybrid working model, with the flexibility to customise remote working according to the needs of each team