IT Service Owner

Service Owner

London | Permanent | Full-Time | Hybrid (3 days office / 2 days remote)

An exciting opportunity has arisen for a Service Owner to join a dynamic technology and operations team driving service excellence across a modern, data-led business.

In this role, you’ll take ownership of key internal applications and platforms, ensuring they’re reliable, continuously improved, and delivering measurable value to the business. Acting as both a Service Owner and Scrum Master, you’ll play a vital role in supporting agile delivery, enabling collaboration, and fostering a culture of transparency and continuous improvement.

This position is ideal for a proactive professional who thrives on problem-solving, leading through collaboration, and creating impact through service delivery and innovation.

About the Role

You’ll oversee the full lifecycle of supported applications, from stability and incident management through to enhancements, releases, and performance metrics. The role combines hands-on delivery with strategic oversight, ensuring systems remain efficient, resilient, and aligned with business needs.

You’ll work closely with technology, product, and business stakeholders to embed best practices in service ownership, agile ways of working, and vendor collaboration, while promoting operational transparency and continuous learning.

Key Responsibilities

• Lead the day-to-day management, performance, and cost optimisation of supported services and applications.
• Facilitate agile practices to maintain focus, collaboration, and iterative delivery.
• Drive effective incident and problem management, ensuring root-cause resolution and prevention of recurring issues.
• Monitor and report on SLA performance, driving accountability and improvement.
• Collaborate with Product teams and other Service Owners to manage backlogs, prioritise enhancements, and deliver incremental value.
• Oversee change and release management processes to ensure reliable deployments with minimal disruption.
• Build strong relationships with third-party vendors, ensuring accountability and high service standards.
• Promote continuous improvement through retrospectives, service reviews, and stakeholder feedback.
• Provide regular updates on incidents, SLAs, and enhancement progress to technical and non-technical audiences.

What You’ll Bring

• Proven experience as a Service Owner, Scrum Master, or Application Support Lead.
• Strong understanding of Agile and Scrum delivery methods.
• Knowledge of ITIL service management practices, particularly Incident, Problem, Change, and Release Management.
• Experience managing both in-house and commercial off-the-shelf (COTS) platforms.
• Ability to manage suppliers and outsourced teams effectively.
• Strong facilitation, communication, and stakeholder management skills.
• A collaborative and solutions-oriented mindset with attention to detail.
• A hands-on approach with the ability to balance tactical delivery and strategic priorities.
• Evidence of driving measurable improvements in service performance and customer satisfaction.

Desirable Qualifications

• ITIL or Agile certifications.
• Experience working in regulated or complex environments such as financial services or insurance.
• Familiarity with tools such as Jira, ServiceNow, or other workflow and service management platforms.

Why Join Us

We’re committed to building an environment where everyone can do their best work — where diverse perspectives are valued, and where collaboration, curiosity, and continuous learning are encouraged.

You’ll be joining a forward-thinking organisation that values innovation, teamwork, and authenticity. We welcome applications from candidates of all backgrounds and experiences, including those who identify as neurodivergent or require adjustments to the hiring process.

If you’re passionate about operational excellence, agile delivery, and creating meaningful impact — we’d love to hear from you.