HRO Recruitment is a specialist traditional recruitment business. HRO Recruitment is a brand of HRO Personnel Sp. z o. o. HRO Personnel is a Human Resources service provider operating under number 6696.

We are working as a recruitment provider searching on our Client's behalf for a person in the following role:

IT Service Owner

The IT Service Owner (ITSO) is a named individual who has responsibility for the ongoing supply and support of an IT Service and provides a single point of contact for any inquiries related to provision of the service. From an organizational perspective, the ITSO must operate within the context of the previous and future IT Target Operating model. Key roles that they will interact with are the Service Quality Manager, the Service Recovery Manager and the Technical Product Manager (the ITSO role is most likely fulfilled by a Head of Product Technology or a Technical Product Manager).

Key Accountabilities:

Ensure data required to document Operational Data is provided via the IT Service Acceptance process and associated Non-Functional Requirements

Manage the day to day capacity and performance of the service. Conduct regular reviews of the metrics captured and identify potential areas of constraint. Assist ITID to plan the shared environment by providing updates of critical changes and growth figures

Ensure that service designs are progressed by solution architects through either the Architecture Review (waterfall) or Decision Driven Design (agile) process

Ensure that the design is approved via the appropriate by the solutions architect

Ensure that any externally hosted services are progressed via the External Hosting Committee, and the works closely with the Third Party Engagement Manager as described within the Third Party Risk Framework

Understanding the Business Maximum Disruption Time and ensure this is reflected in the service Recovery Time Objective

Identify, in conjunction with the business, new growth that may impact the service. This may include the location of customers, the type of customers, promotions that may mean that growth is ‘front loaded’

Identify, in conjunction with the business, new initiatives that may impact the service. This may include new products, changes to existing products that will increase market traction, new countries that are being targeted

Forecast Application Performance

Monitoring contracts and payments for vendor supported services

Proactively monitor the performance of the information using data captured available via APM tools (e.g. AppDynamics, ITRS Geneos). Ensure equivalence for externally hosted services, and reference within the contract

Ensure that appropriate KPIs are identified for the service to help understand performance and forecast against these

Review and agree business performance requirement by, reviewing business service availability (PLA) hours and accommodate the (OLA) service hours, reviewing business performance targets PLA targets and adjust OLA targets accordingly

Ensure effective tools and adequate capacity/system performance requirements are factored in with defined thresholds

Ensure appropriate business system access controls are in place

Ensure the appropriate support model is established, which may include 3rd party providers. ITSO will be responsible for maintaining support groups for the services they own

Review and approve (or deny) production change requests relating to their IT Services

Ensure all new infrastructure components (hosts, databases, middleware) are modelled to an IT service

Ensure Service Continuity plans are maintained and routinely tested

Ensure IT service models are accurate

Ensure Operation Level Agreements (OLAs) are Reviewed

Ensure problem resolution within agreed timeline (includes representation and follow-up for DQR, MIR, SIP)

Compliance to data governance and periodic review in tools

Ensure IT support and training needs are fulfilled

Requirements:

ITIL Foundation

Knowledge of Java / JVM and SQL

Knowledge of UNIX, Windows, Oracle DB, MQ and Web application servers architecture

Strong command of English and confident communicator

Good decision making and analytical skills

Strong team player with good interpersonal skills

Desire for continual learning,

Intensively driven, proactive and delivery focussed

Must be flexible and open minded - due to the nature of support work, each day is different and workers must be willing to adapt and change to the changing situations

Availability to work in different shifts, or be “on call” duty, to support a ‘follow the sun’ model if required

We offer:

An unique challenge to work with comprehensive IT platforms, various teams around the world and technologies

Application specific and IT Trainings

Stable job in professional team

Interesting career paths in IT

Consistent scope of responsibilities

Private health care, employees’ benefits