The Service Owner and Service Manager roles are sometimes fulfilled by a single staff member. In UIT, the role of Service Owner is frequently a director of the organization that owns the service.
What does a Service Owner do?
The primary role of the Service Owner is to create the service lifecycle roadmap so that it aligns with the vision created by the Business Owner. The roadmap defines the activities of the service from launch through service improvement and finally service sunset. This role is strategic; Service Owners are not involved in the day-to-day operation of the service.
What are the general responsibilities of a Service Owner?
- Identifies all business and security risks and mitigations associated with the service, including coordination of Data Risk Assessments (DRAs) as needed, and ensures compliance with Minimum Security Standards
- Provides or approves client communication for service launch and pending maintenance windows and coordinates internal communication for operational staff
- Provides input into the development of Key Performance Indicators (KPIs) and metrics to provide status on service health
- Generates reports and reviews them on a regular basis to identify actionable opportunities for service improvement
- Influences the vendor in the development of the cloud service, advocates for new features and functionality
- Participates in internal service review meetings
- Participates in negotiating Service Level Agreements (SLAs) for the service
- Represents the service across the organization