Job Description: Application Service Owner (Digital Websites) Contract: Hybrid Working Location: Staines TW18 3DZ (preferred) / Salford M50 3SP / London EC2R 7HJ Permanent Salary range: £54,000 - £75,000 (Neg – depending on exp. & location) Role specific benefits: 10% company & performance related bonus Full time: 37.5 scheduled weekly hours We consider all types of flexibility, including locations, hours and working patterns. We make health happen At Bupa, we’re passionate about technology. With colleagues, customers, patients and residents in mind you’ll have the opportunity to work on innovative projects and make a real impact on their lives. Right from the start you’ll become part of our digital strategy, joining us on our journey and developing yourself along the way. Application Service Owners within Bupa Oversee IT Service Ownership for all applications and services within scope. Accountability: Oversee IT Service Ownership for Bupa’s digital websites and insurance applications. Responsibilities: Ensure stable, secure service delivery; support and maintain applications; manage internal and outsourced support teams How you’ll help us make health happen: Manage a subset of applications within the business unit. Develop a high-performing, cohesive team with a strong service culture. Own and manage lifecycles for critical applications, ensuring budget and risk management. Enhance application SME knowledge within the support team. Oversee suppliers, ensuring adherence to contracts and service agreements. Ensure applications comply with license agreements and renewals. Implement proactive alerting, monitoring, and dashboards. Report on system performance and availability for critical customer journeys. Drive efficiency through automation. Foster a culture of improvement in system performance, KPIs, and cost reduction. Develop and optimise service outcome measurements. Handle external and internal audits and implement recommendations. Ensure service quality through the release readiness process. Adhere to BAU service introduction processes. Conduct strong problem analysis and align with relevant scrums to ensure these are prioritised accordingly. Collaborate with Business System Support for user education and incident management. Oversee user access, recertification, documentation, and audit compliance. Ensure applications adhere to security policies and manage vulnerabilities. Log and mitigate application service risks. Manage or participate in 24/7 on-call service. Support projects during the SDLC and transition to live service. Maintain accurate service operations documentation and CMDB data. Ensure disaster recovery plans are in place and tested. Key Skills / Qualifications needed for this role: Digital Applications Expertise: Knowledge of digital websites and Sitecore. Observability & Monitoring: Understanding the importance of tools like New Relic. ServiceNow Proficiency: Familiarity with ServiceNow. Detailed understanding of Bupa applications portfolio (Desirable but not essential) Proven experience managing high-performing application teams onshore and offshore. In-depth understanding and adoption of ITIL-based IT Operations. Strong knowledge of software, infrastructure, and emerging technologies. Experience managing a 24/7 complex IT service portfolio. Competent in managing suppliers, governance, and improving vendor performance. Experience in IT Service Strategy and continuous improvement. Strong skills in negotiation and presentation, influencing up to Director level. Tenacious approach to solving problems and finding effective solutions. Proficient in managing risk, resources, and costs. Experience with financial services regulations. Drive, resilience, and ability to adapt to changing priorities. Benefits Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits. Joining Bupa in this role you will receive the following benefits and more: • 25 days holiday, increasing through length of service, with option to buy or sell • Bupa health insurance as a benefit in kind • An enhanced pension plan and life insurance • Onsite gyms or local discounts where no onsite gym available • Various other benefits and online discounts Why Bupa? We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do. We encourage all of our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That’s why we especially encourage applications from people with diverse backgrounds and experiences. Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them. Time Type: Full time Job Area: IT Locations: Angel Court, London, Bupa Place, Staines - Willow House