Public Sector | 28-8-2026

Service Experience Service Owner

Location: London (hybrid working - 2-3 days onsite)

Duration: 12 months +

Vetting: SC security clearance will be required

 Essential Skills

• Service Experience Ownership: Proven experience owning and improving end-to-end digital or technology service experiences within large, complex organisations.
• User-Centred Service Delivery: Strong experience understanding user needs and translating insight into measurable service improvements across multiple channels and touchpoints.
• Service Management: Experience defining service strategy, roadmaps, service levels, KPIs and continual service improvement plans.
• Digital Transformation: Demonstrable experience supporting major digital transformation, service modernisation or operating model change programmes.
• Service Performance & Improvement: Ability to use service data, user feedback and performance measures to identify issues, prioritise improvements and improve user outcomes.
• Stakeholder Management: Strong experience working across Product, Technology, Service Management, Operations, Change and senior leadership teams.
• Supplier & Delivery Management: Experience coordinating internal teams and third-party suppliers to deliver consistent end-to-end service outcomes.

Desirable Skills

• Previous Central Government or wider UK Public Sector service ownership experience.
• Knowledge of GDS Service Standard, Service Manual and user-centred design principles.
• Experience delivering services across complex, cross-government or multi-agency environments.
• Knowledge of ITIL v4, SIAM and modern service management practices.
• Experience with ServiceNow or equivalent enterprise service management platforms.
• Understanding of accessibility, inclusive design and assisted digital requirements.
• Experience establishing service experience metrics, user satisfaction measures and continuous improvement frameworks.
• Security Clearance: Willing and eligible to obtain SC clearance; active SC clearance advantageous.

Our client operates hybrid working 2-3 days in London, with occasional client site visits will be required into Glasgow.

For further details please apply including full CV.

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