Tech Service Owner
Milton Park Oxfordshire

Job Reference: --009083

Location: Milton Park Oxfordshire

Closing Date: 10/02/2020

Department: Technology

Division: Taylor & Francis

We are currently hiring for Tech Service Owner to add to our Technology team in Milton Park, Oxfordshire. You will report into Director, Digital Service Delivery. 

What you’ll be doing:

  • Acting as a point of contact for services you represent
  • Collaborating, maintaining excellent relationships with all key business & technology stakeholders on the overall service roadmaps for services you represent
  • Owning the full-service lifecycle of the product and is not restricted to work on tickets only
  • Ensuring that the service is designed to meet the needs of the business throughout the service lifecycle, agree and manage KPIs and SLAs with the business
  • Accounting for the successful transition of products and services from Build to Run (BAU) mode
  • Monitoring and publishing service metrics to stakeholders
  • Understanding the changing needs of the business across journals and books and adopt to a standard service support model with the outcome to improve Customer Experience
  • Maintaining accurate knowledgebase documents and working towards self-service as a key aspect from Customer Experience perspective
  • Tracking service delivery against KPIs and taking corrective action where service levels are not being met; meeting and exceeding service level targets
  • Conducting periodic service reviews with each of the businesses to provide transparent progress updates
  • Ensuring appropriate communication between business users, the product team, technology team & 3rd party vendors for general queries, incidents, problems and requests relating to the products/ applications in scope as required to meet business objectives
  • Establishing and providing key stakeholders timely communication and having regular interactions about new services/changes using appropriate modes of communication to ensure service excellence
  • Communicating and ensuring that the service meets the agreed SLAs for response and resolution of requests and incidents 
  • Working alongside and sharing knowledge with other members of the team
  • Participating in meetings and group work sessions to support the resolution of requests and incidents
  • Translating user and customer feedback into technical terms, and vice-versa
  • Providing input into ticket prioritization
  • Providing level 2 support for applications within the Product Support team’s remit
  • Analysing service metrics along with business and customer feedback to suggest and implement service improvements activities in cooperation with the business stakeholders, vendors and other technical teams

What we’re looking for:

  • Relevant experience in a Product or Application support role
  • Experience with publishing, royalties or finance business processes
  • Excellent knowledge of a wide area of information systems concepts and practice, both within and beyond own organization. Including all stages of systems development. Has a deep knowledge of at least one area of specialisation
  • Demonstrated rational and organized approach to the tasks undertaken and an awareness of the need to achieve quality
  • Good knowledge of MS Office applications, especially Excel, Word, and Visio
  • Experience with Publishing business processes, especially in the areas or rights and royalties, is desired but not essential
  • Familiarity with database and SQL query; good knowledge of internet usage and common browsers
  • Knowledge of XML, HTML, as well as scripting languages will be a plus
  • ITIL v3/v4 Foundation / Intermediate (beneficial)

What we offer in return:

  • Competitive salary
  • Ample paid time off
  • Medical & vision benefits
  • 4 volunteering days per year
  • Day off for your birthday
  • 401(k) match
  • Flexible working schedule
  • Remote working up to 2x a week
  • Seasonal social and charitable events
  • Training and development

Additional information:

  • You must have the right to work and live in United Kingdom
  • This role is based at our Milton Park office
  • Domestic and international travel to T&F offices may be required

We’d like to thank all applicants in advance and regret that only shortlisted candidates will be notified.

The Company - Taylor & Francis Group an Informa Business
Informa is a leading academic publishing, business intelligence, knowledge and events business, creating unique content and connectivity for customers all over the world. It is listed on the London Stock Exchange and is a member of the FTSE 100.

Taylor & Francis Group operates globally and produces high quality, peer reviewed books and journals. We produce unique, trusted content by expert authors, spreading knowledge and promoting discovery globally. We aim to broaden thinking and advance understanding, providing academics and professionals with a platform to share ideas and realize their individual potential.

To find out more about our business and the great career opportunities please go to our Careers Site:

Taylor & Francis is committed to equal employment opportunity for all employees and applicants for employment without regard to age, color, creed, disability status, gender, national origin, race, religion, sexual orientation or veteran status, or any other legally protected status



This position is now closed. We are no longer accepting applications for this position.