Nomad Foods Europe / Birds Eye

Service Owner – Front Office and Data Office Applications

Job Locations UK-Middlesex-Feltham
Posted Date 5 months ago(19/01/2022 11:22)
Job ID
2021-3554
# of Openings
1
Category
Information Technology

Overview

Responsible for the delivery of all application-based services to the Nomad Foods functions and Markets, specifically services used by Sales, Marketing, R&D and Insights. Owns all Service Delivery aspects of these services and through collaboration with Business Solutions, Architecture, Security, Data Office and Service Management office is responsible for the continual improvement of the service.

 

Manages the day-to-day operations of the services to ensure downtime (and associated impact of downtime) is minimised for the business. Acts in a dual capacity, representing Group Technology while also advocating on behalf of the business.

 

Builds and maintains a complete understanding of the end-to-end service - from design through to components, service providers, interfaces, service levels and processes.

 

Has a solid functional & technical understanding of the service in addition to a developed understanding of how the service is utilised by the business and the impact of any service-related issues. Coaches staff (internal and/or external) responsible for delivering the service to ensure this understanding is shared.

 

 

Responsibilities

  • Maintains a high level but current understanding of the service from a functional, technical, architectural and business process point of view
  • Guardian of the service for Nomad Foods. Manages the risks & compliance for the service, including assessing and approving all operational changes related to this Service as part of the Change Management Process. Owns all acceptance into Service from projects where they add/move or change elements of the service
  • Serves as the Nomad escalation owner for all major incidents related to the service and actively participates in incident resolution and communications both within Technology and to Stakeholders (in collaboration with other Teams such as Business Relationship Management)
  • Owns and executes Demand and Capacity management for the service, ensuring there is a Capacity plan maintained and that we deliver the correct level of availability related to Service
  • Establish a good working relationship with all related outsource service partners and teams and manages their delivery - ensures that performance meets the requirements of the contract and associated service agreements (in associated with the Service Excellence Team)
  • Ensures services are accurately maintained within the service catalogue, and services are maintained/patched/upgraded in line with vendor recommendations and their product development roadmaps, including communication and agreement of system outage / maintenance windows with relevant business functions
  • Work collaboratively with other members of the Service Owner team, and the wider Technology department to share monthly service performance insights, and to identify and deliver cross Team initiatives and improvements to the service
  • Established and manages a user group for their service, using this to improve the service and appropriately leveraging the Technology Innovation process
  • Maintains a working knowledge of other services delivered to the Nomad business and acts as a delegate to other Service Owners when required.
  • Takes part in an on-call rota outside of business hours to act as Service subject matter expert for their services (or the services of other service owners if required)

 

Qualifications

Essential

  • ITIL Knowledge and certification (minimum Foundation certified)
  • Customer Service Background/Focus
  • Previous Service Delivery Management / Service Ownership or Service Architect experience.
  • Has operated in functional or technical roles in or related to SAP
  • Highly developed Service Management skills with specific experience of Capacity and/or demand management
  • Good working knowledge of Incident, Change, Problem and Event Management processes and concepts
  • Broad understanding across the SAP product set with a focus on Supply cCain
  • Good general technical ability with a focus on management of engineering/IT Teams to deliver technical services/solutions
  • Matrix Management at both an engineering and management/senior Stakeholder level
  • Ability to communicate at all levels
  • Confident presenter

Desirable

  • ITIL Intermediate or Expert certification
  • Previous FMCG role(s)
  • Service Design and/or Service Architecture experience
  • Hands on SAP skills from previous functional or technical roles

 

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