IT Service Owner

Job Description:

IT Service Owner

Hybrid working, including travel to service (across the UK)

Location: Leeds (LS5 3BF) or Salford (M50 3SP)

Permanent

Salary range: £44,000 – £50,000

Full time – 37.5 hours per week

We consider all types of flexibility, including locations, hours and working patterns.

We make health happen

At Bupa, we’re passionate about technology. With colleagues, customers, patients and residents in mind you’ll have the opportunity to work on innovative projects and make a real impact on their lives.
Right from the start you’ll become part of our digital & data strategy, joining us on our journey and developing yourself along the way.

The IT Service Owner responsibilities are to Manage day-to-day technology operations for multiple Care Services products, including applications, SaaS, and infrastructure.

Oversee operational relationships with vendors, ensuring compliance with Bupa’s security schedules and contractual commitments.

Lead issue resolution and own product issues through to completion, coordinating technical resources from internal and external suppliers.

Focus on effective communication with end users and the wider business.

How you’ll help us make health happen:

Gather feedback on service performance and establish improvement plans.
Support onboarding and introduction of new products and services.
Collaborate with Care Systems Support and Service Desk for seamless end-to-end service.
Act as a conduit and escalation point for incident and security management.
Manage the Configuration Management Database (CMDB) and ensure application/infrastructure interdependencies are understood.
Perform daily tasks to keep applications running effectively.
Manage obsolescence and maintain relevant registers.
Ensure security and compliance of technology products with Enterprise Policy.
Lead incident response, communicate with stakeholders, and conduct root cause analysis.
Identify and implement service automation options.
Conduct regular business continuity tests.
Drive continuous improvement at product and service levels.
Ensure thorough testing and quality standards for product changes and updates.
Manage release processes and develop roll-back plans.
Maintain service introduction processes and documentation.
Support infrastructure tasks for product changes.
Provide general application support, configurations, installations, and troubleshooting.
Key Skills / Qualifications needed for this role:

ITIL Practitioner certification (high desirable)
Excellent problem-solving, judgment, high emotional intelligence, and interpersonal skills.
Experience in cross-functional technical and business roles, especially in dynamic corporate environments.
Ability to hold senior leaders accountable for decisions and initiatives.
Strong collaboration, influencing skills, and adaptability to technology trends.
Proficiency in systems administration, troubleshooting, and IT infrastructure support.
Experience in change management and maintaining a change log.
Familiarity with monitoring tools, security protocols, and incident response.
Strong communication skills and ability to work with cross-functional teams.
Knowledge of continuous improvement methods.
Results-oriented with a focus on adding value.
Clear decision-making approach and tenacious problem-solving.
Proficient in risk and vendor management.