Key Responsibilities To support the team deliverables, that utilise your expertise to ensure successful outcomes across team members and collaborating teams. Provide clear and transparent work objectives, milestones, and success metrics in your area of expertise to oversee and co-ordinate successful team outcomes. Collaborate closely with other teams to manage interdependencies, risks and resourcing to support portfolio delivery. Where required, be jointly responsible with the PDL on welfare and pastoral care of all colleagues. Demonstrate effective diversity and inclusive team management within their team and the wider organisation. This role is part of the Digital, Data and Technology Profession in the Civil Service and is aligned to Service owner - Government Digital and Data Profession Capability Framework. You will need to have continued understanding and awareness of service objectives within the project community, working closely with, and gaining trust across all service teams. As Senior Service owner, you should have oversight (if not full involvement) across all ITIL general, service, and technical management practices for services within your portfolio. Depending on the nature, hosting, and criticality of the service, you will also define the level of support and activities you will perform. You will be the subject matter expert for Senior Service Ownership. Key Outputs and Deliverables Service Assurance: Monitor service availability and improvement actions to maintain agreed service levels. Service level and user experience management, to ensure service meets required quality. Relationship Management: Customer / Business relationship management to understand service requirements and focal point for customer/business to escalate any service issues. Chair service reviews with business and/or supplier and lead the supplier relationship management. Service Management: Resolve service and support model issues and working with procurement / supplier managers where applicable, hold suppliers to account. Conduct measurement and reporting of service and/or review of supplier reports. Support new / renewed contract negotiations or tenders to ensure inclusion of required service support targets and measures. Service Improvement: Development and oversight of service roadmap and strategy. Lead continuous improvement / BAU upgrades of service and underlying technology. Aware of business analysis and pipeline projects to build into the service roadmap. Support the development of a high-performing team based on effective resource management, ongoing support and professional development. Provide expert guidance to help team members deliver, by building supportive, inclusive team environment based on trust-based relationships, transparency and inclusivity. Takes ownership for own continued expert development and other team members' professional development relating to the role by: Identifying your own continued professional development. Providing ongoing coaching and identification of development opportunities. Provide advice and support for colleagues who are pursuing professional qualifications. Key Skills/Capabilities Required Agile working - y ou can coach and lead teams in Agile and Lean practices, determining the right approach for the team to take and evaluating this through the life of a project. You can think of new and innovative ways of working to achieve the right outcomes. You can act as a recognised expert and advocate for the approaches, continuously reflecting and challenging the team. (Skill level: expert) Communicating between the technical and non-technical - you can mediate between people and mend relationships, communicating with stakeholders at all levels. You can manage stakeholder expectations and moderate discussions about high risk and complexity, even within constrained timescales. You can speak on behalf of and represent the community to large audiences inside and outside of government. (Skill level: expert) Evidence-and context-based design - you can design systems for use across multiple services and can identify the simplest of a variety of approaches. (Skill level: expert) Strategic thinking - you can lead the design and implementation of strategy, directing the evaluation of strategies and policies to ensure business requirements are being met. (Skill level: expert) Person specification Essential Criteria Extensive and demonstrable experience of owning and managing a portfolio of services with a strong background in service management roles, with solid understanding of service management frameworks and processes. (Lead criteria) High level of ITIL awareness, preferably supported by ITIL certifications, "Service Management" and "Service Operations". ITIL foundation qualification is a minimum requirement. (Lead criteria) Experience of service ownership through customer/ business relationship management by demonstrating full understanding of service requirements from both internal customers and third-party suppliers. Experience of maturing service ownership processes including service documentation. Behaviours We'll assess you against these behaviours during the selection process: Seeing the Big Picture Changing and Improving Communicating and Influencing Technical skills We'll assess you against these technical skills during the selection process: Please refer to the Candidate Pack and Role Profile attached for full details. Please refer to the Candidate Pack and Role Profile attached for full details. Benefits Alongside your salary of £61,446, OFGEM contributes £17,800 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. Ofgem can offer you a comprehensive and competitive benefits package which includes; 30 days annual leave after 2 years; Excellent training and development opportunities; The opportunity to join the generous Civil Service pension which also includes a valuable range of benefits; Hybrid working, flexible working hours and family friendly policies. Plus lots of other benefits including clean and bright offices based centrally, engaged networks and teams and an opportunity to contribute to our ambitious and important targets of establishing a Net Zero energy system by 2050. This exciting blend of professional challenge and personal reward identifies career opportunities at Ofgem as something to get excited about. Things you need to know Selection process details This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills. When you press the 'Apply now' button, you will be asked to complete personal details (not seen by the sift panel), your career history and qualifications. You will then be asked to provide a 1250 word 'personal statement' evidencing how you meet the essential and desirable skills and capabilities listed in the role profile. Please ensure you demonstrate clearly, within your supporting statement, how you meet each of the essential and desirable skills and capabilities. The Civil Service values honesty and integrity and expect all candidates to abide by these principles. Ofgem take any incidences of cheating very seriously. Please ensure all examples provided are of your own experience. Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant applications will be withdrawn from the process. Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks. Nationality requirements This job is broadly open to the following groups: UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service Further information on nationality requirements (opens in a new window) Working for the Civil Service The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window) .