SUMMARY:

Delivers value to Business and BT stakeholders by ensuring the timely and effective delivery of specialized services that support agile software development teams or BT operations more broadly. Leads and mentors multiple service teams or a highly complex service team

MANDATORY EXPERIENCE:

• Bachelor’s degree or equivalent
• 8+ years of experience as a Service Owner/ Manager with a min 5 years experience in an agile environment
• Strong understanding of Scrum, Lean, XP, Kanban and other agile development frameworks
• Sound knowledge in one or more service or tools and processes used by a specific service
• Proven experience managing design and delivery of highly technical and complex BT services

• Owns people management responsibilities for 6–10 service team members, including possibly other service team owners
• Owns delivery of one or multiple high complexity services to other BT teams and/or business stakeholders
• Owns and drives key business relationships with the key stakeholders, within BT and outside BT as required
• Defines a clear service team strategy and provides strategic direction around defining service SLAs
• Provides strategic direction to the team in driving end-to-end efficiency and timely delivery of services
• Negotiates with customers to set clear expectations of what and when the services will be provided
• Determines best practices and evolves the service delivered to address different customer needs
• Ensures highly specialized knowledge and skills on the service team to effectively deliver the service offering
• Coaches product and platform teams in the elaboration of epics and stories to take into account service dependencies
• Takes stock of 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