Service Owner

Roles and responsibilities

Service Owners have a wide range of roles and responsibilities and will work with Business Owners, Sponsors and other team members to ensure the successful end-to-end management of a specific service. 

Responsible for:

• Identifying and assessing service risks and associated actions plans and escalation of risks to Business Operations Owner. 

• Ensuring that data is managed responsibly and in compliance with UNSW Data Governance Policies and Standards

• Supporting the Business Owner with cybersecurity and regulatory compliance by performing technical security risk mitigation actions

• Managing costs, payment of invoices, budgets and forecasting 

• Managing technical resources and resource allocation to deliver the service

• Development and updating of the Service Lifecycle and Roadmap

•  Production and signoff-of the Service Management Pack (SMP)

• Vendor and Contract Management of any suppliers in the delivery of the service, for example, software licensing, support or technical development 

• Techical and privileged access management: providing hte process by why users are added and removed

Accountable for:

• Managing service incidents within Service Level Agreements, approving Post Incident Reviews (PIR) and ensuring PIR findings are actioned

• Assessment of critical security patches and determining appropriate application timeline

• Service record quality and currency in the IT service management system

• Planning and execution of preventative maintenance  

• Disaster Recovery planning and testing for Critical Systems

• Designing and implementing appropriate service monitoring for performance and availability. 

• Key technical documentation being produced and maintained: as a minimum high-level solution architecture and high-level integration documentation

Explore our other Service Management roles

Do you have a question?

Email your question to Itservicecentre@unsw.edu.au and our team will get back to you.