The ServiceDesk & Channels Product Owner is the central point of contact between service partners and end users on a day to day basis. This role is responsible for ensuring the ServiceDesk meets the needs of L&G and provides a high-quality experience across the business and ensures that the ServiceDesk and channels are working.

Principal Accountabilities:

Primary accountability is to be the visible escalation point for all Service Desk

issues. These will range from poor user perception through to failing SLAs and

KPIs. The role will also be required to champion the service and to balance

escalations with the good news storeys where service levels are being met and the

metrics demonstrate ongoing performance improvements. Provide assurance of

key supporting services such as meeting rooms and collaboration tools.

Continually pressing the IT organisation to achieve excellence.

The secondary accountability will be the alignment to a number of Business Units

where the role will act as the initial contact point for all Group IT delivered services,

their escalations, updates and stake holder communications. This will be achieved

through the proactive monitoring and tracking of service data on a daily / weekly /

monthly basis. You will engage IT partners and colleagues to identify route cause

and resolve colleague experience/service processes and issues

Define how IT partners should meet the internal Colleague Experience in line with

the L&G vision through service agreements and targets. Lead on the development

of / collation of the service catalogue. Participate in relevant communities to drive

continuous improvement in L&G's technology and service capabilities.

Responsible for ensuring that the services delivered to their Business Unit

customers and Service Community meets the agreed service and availability

targets. Regular reporting and service updates to be provided and Root Cause

Analysis as part of the Critical Incident Process. For all Critical or Major Incidents,

Colleague Experience will work with the other functions in Group IT Services and

will act as the single conduit into the aligned Business Units and their Service

Management teams. You will be accountable for the agreed delivery of all Root

Cause Analysis (RCA) actions as agreed with your Business customers.

Responsible for contributing to capacity, availability, problem management, change

management and knowledge management activities within the team, and

undertaking Continual Service Improvements as a day to day activity.

Actively identify risks, ensure they are appropriately logged and tracked at the

appropriate forums, and take appropriate action to mitigate or resolve.

Define, develop and deliver processes and systems to ensure a consistent and

good level of service that means customers’ expectations are met, is consistent

with what we have communicated and is aligned to L&G’s Customer Experience

and Treating Customers Fairly policy

Continually work to build effective, positive working relationships with both our

Third Party Service providers and the wider IT communities, to enable us to deliver

a fantastic customer service and be viewed as a single, valued IT partner.

Qualifications:

Experienced as mid or senior level Service Designer, User Experience Designer or similar role

Exposure to and understanding of ServiceNow or other ITSM tool

Knowledge:

Detailed knowledge of Demand Management, Capacity Planning, Major Incident Management and Continual Service improvement

Knowledge of the latest User Experience / Service Design practices

Knowledge of Agile best practice and how to apply it to product development / enhancements

Ability to acquire and maintain a working knowledge of a wide range of applications and services

Skills:

Ability to prioritise, organize and manage a complex and sometimes conflicting workload, and to work well under pressure

Ability to anticipate business needs and to exceed expectations

The ability to think radically to develop innovative solutions, articulating customer vision with a high level of credibility and effectiveness to drive good customer outcomes

Ability to analyse knowledge data i.e. from PIR/lessons learned, other collateral to influence and implement change to service quality

Ability to investigate, diagnose and problem-solve to achieve best in class end to end colleague experience

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 27 days' holiday,private medical insurance, performance related bonuses, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

For further information regarding this role please contact Lynn Morriss (lynn.morriss@landg.com) OR Reesa Berry (reesa.berry@landg.com)