In this role, you will be part of the Spence Technology Data & Digital team, responsible for the maintenance and support of digital applications at Spence. As the Service Owner for the Spence applications portfolio, you will have end-to-end accountability for ensuring the reliability, availability, security, and continuous improvement of these services in our operation. You must strive for optimization and automation of processes to minimize production downtime and ensure operational continuity. Reporting to the Manager – Data & Digital (Head of Technology) Spence, your focus will be on delivering a safe, high-performance, and resilient service that meets business needs while coordinating efforts of internal support teams and outsourcing partners.
Key Accountabilities:
• Act as the single Service Owner for the Spence digital applications portfolio, accountable for reliability, availability, security, and performance of services.
• Lead and coordinate internal support teams and vendors to ensure safe, stable, and compliant operations, serving as the escalation point for critical incidents (P1/P2).
• Manage outsourced application support providers, ensuring delivery against agreed SLAs, KPIs, and financial targets, and driving corrective actions and continuous improvement.
• Define and maintain RPO/RTO targets and ensure Service Continuity and Disaster Recovery plans are in place, tested, and effective.
• Change, Problem & Risk Management: Approve and govern changes, ensure effective problem management and root-cause remediation, and manage operational, cyber, and compliance risks.
• Performance & Improvement: Proactively monitor service health and drive continuous improvement through automation, standardization, and cost optimization.
• Stakeholder & Demand Interface: Maintain strong relationships with Spence business stakeholders and Demand Management to prioritize and onboard new or changed services into operations.
• Financial Oversight: Forecast and control operational costs for the applications portfolio, supporting budget management and efficiency initiatives.
