This job is with AQA, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ business community. Please do not contact the recruiter directly. At AQA, we're committed to advancing education and we're committed to our people. As the largest provider of academic qualifications in the UK, we mark over 10 million exam papers each year and it's our people who make this happen. Service Owner Permanent Milton Keynes £62,917 - £68,508 Hybrid Working Think you can manage and optimi s e the supplier relationship for key technologies within AQA. Imagine owning and evolving relationships with our top 3rd party partners to deliver first-class system support and enhancement functions based in the main exam paper processing unit for AQA. At AQA, we're seeking a proactive and strategic Service Owner to ensure our Enterprise and Assessment Technology application platforms, operate smoothly and effectively. Collaborate with internal and external stakeholders and drive the delivery of strategic ambitions across relevant technologies. As a Service Owner, you will: Actively manage 3rd party suppliers to meet quality standards and KPIs. Monitor and report on service delivery performance, addressing issues proactively. Ensure customer-focused IT services deliver high satisfaction levels. Engage and challenge stakeholders within AQA and suppliers to optimize outcomes. Lead and develop teams, providing coaching and performance feedback. Oversee budgets and ensure cost-effective service provision. Conduct regular service meetings and support service audits. Implement continuous improvement practices to enhance service delivery. What you'll need: Strong customer focus and experience in supplier relationship management. Excellent communication skills to influence and negotiate with stakeholders. Ability to translate vision into actionable goals and lead change effectively. G ood understanding of project methodologies and ITIL principles. Experience in managing teams and resolving issues proactively. Knowledge of data management principles and risk management. Experience in multi tasking and dealing with multiple issues at the same time. What's in it for you? This role will put you in a position of influence and in front of key senior stakeholders across the business whilst delivering a brand new service model. Flexible, hybrid working managed within your own areas. Access to an enhanced Contributory pension scheme which could you see you paying in 7% and AQA contributing 11.5% (Other options available) Life Assurance, BUPA PMI, Health cash plan, 35 hour working week, 25 days holiday Bank Holidays Christmas off increasing with services. The ability to unwind and focus on self-care through the full Headspace App and our Employee assistance and wellbeing programmes. What next? If the role looks of interest and you would like to apply, please do so via our portal. Every application will be provided with a written response Closing date for applications will be Sunday 16th March. We are reviewing applications as they come through and reserve the right to close this role early. AQA is an equal opportunities employer and welcomes applications from all sections of the community regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes people unique. Pro22 Recruitment Agencies We have a preferred supplier list (PSL) in place. Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees. Full Job Description Summary Purpose: The Service Owner is responsible for the service management provision of a first-class system support and enhancement function for the Scanning and Marking function This involves owning, actively managing and evolving our key 3rd party and business partner relationships to ensure AQA can cost effectively optimise its use of the technologies and related suppliers to meet current and future business needs. To do this, the role will be required to collaborate with key stakeholders and function owners across the business and to ensure the service is delivered efficiently and effectively. This role works closely with the Service Delivery function as part of the matrix management structure across Enterprise and Assessment Technology, supporting a holistic and standardised level of service. This role is required to demonstrate leadership behaviours to identify, establish and deliver the appropriate service culture required across both the Enterprise and Assessment technology functions. This role reports into the Service Delivery Manager, who in turn reports into the Head of Services Delivery. The remit covers the suppliers that support Scanning and Marking applications, along with associated vendors, as required. The Service Owner is accountable for the overall service provided to the business. As our hands-on technical resource and expertise is mostly provided by internal support teams, active management of our internal partner relationships, and their performance outcomes, is critical for success. This role is also the key interface to the senior internal business stakeholders and operational function owners for this service, so must clearly understand the strategic and day-to-day needs of the organisation and translate them into agreed service expectations for operational use and change delivery. Due to this role and function accountabilities, regular stakeholder engagement across all AQA UK locations is required, infrequent international travel where required.Activities: ·Proactive management of multiple internal and 3rd party suppliers, ensuring delivery of services to required level of quality and achievement of all KPIs/SLA·Define and\or contribute to the operational performance standards, to monitor and report on the performance and quality of service provision to internal stakeholders, proactively managing identified issues and risks to delivery performance·Ensure high levels of customer satisfaction are delivered through effective and customer focused IT services·Active stakeholder management to collaboratively engage and also challenge stakeholders/ suppliers of all levels, both internal and 3rd party·Act as escalation point for issues, including any major incidents·Manage holistic budgets (service and technical) to ensure overall cost effectiveness for AQA·Undertake regular service meetings with suppliers·Accountable lead to support service audit requirements related to the Scanning and Marking systems\services.·Following security guidance, ensure regular user access reviews are carried out to validate the access/roles of the business, support staff and 3rd party access are still appropriate.-Liaise with the Security & Risk team to ensure any Scanning and Marking systems are penetration tested prior to key activities/post software updates. - Ensure all suppliers have agreed and documented Disaster Recovery and Business Continuity Plans, have a practice at least once a year ·Work closely with the supporting structure to ensure effective risk management·Demonstrate commercial flexibility by undertaking other responsibilities which are of a commensurate level as business needs change·Ensure AQA is safe and legally compliant by applying AQA's policies and other legislative/ regulatory requirements·Adopt a continuous improvement approach to ensure the ongoing optimisation of the service being delivered to the business -Work closely with the other Service Owners across all technology divisions.·Cover for Head of IT Services role, as required, to ensure no single point of failure in overall service provision. Key relationships Key internal (AQA Education and AQA Assessment Services Limited) relationships AQA Senior Manager\Manager\Senior Product Stakeholder Levels Enterprise Technology functions Assessment Technology function AQA Assessment Technology & Programme Management Leadership / Functions Key external relationships Third party technology providers Relevant third-party providers. Other members of the AQA Group (e.g. AlphaPlus and Doublestruck) To be successful in this role, you will need to know: ·Strong customer focus·Previous experience of supplier relationship management demonstrate excellent negotiations skills and working with internal and 3rd party delivery partners to ensure optimal outcomes·Excellent communicator, able to challenge, negotiate with and influence stakeholders of all levels to achieve desired outcomes·Ability to translate a vision into achievable goals and provide clear direction to achieve organisational objectives·Change oriented leader who can quickly bring about timely and cost-effective delivery and process improvement through effective relationship management·Good understanding of project methodologies and ITIL principles (certification desirable)·Experienced people manager (line or matrix management)·Proactive in resolving issues proactively and pragmatically through cross-organisational working·Good understanding of data management principles and their application·Good understanding of Microsoft Cloud services and cloud-based applications.-Have excellent communication and have a can-do attitude Be an active a member of AQAs Service Management leadership team contributing to improvements and drive efficienciesLI-DNI