MyIT

Service Owner

The service owner is accountable for the end-to-end management of a specific IT service. They are responsible for service lifecycle management and roadmap. Accountability for a specific service is independent of where underpinning technology components, services, or competencies reside.

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Roles and responsibilities

A senior technology leader in the organisation who is likely to manage a portfolio of technical services or systems. Typically, they will be the senior leader managing the teams and budgets required to operate and support the service. Typically, a ‘Head of’ or similar.

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
View Service Ownership Standard .pdf

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

More information

For further information and supporting policies please view:

  1. Cyber Policy and Standards
  2. Application Software Maintenance Standard 
  3. Service Managemet Office (SMO) SharePoint site

Explore our other Service Management roles
Business Owner
Business Owners are accountable for business capabilities being supported by the system and/or technology and work closely with the Service Owner.

Learn more
Business Operations Owner
The Business Operations Owner role focuses on business responsibilities and the support of end-users.

Learn more
Delivery Owner
Delivery owners are the operational owner of day-to-day support and maintenance of the service and/or system.

Learn more

Do you have a question?

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