Role purpose: The role of the AD/Entra ID Service Owner is to manage and oversee the entire lifecycle of a service, ensuring it meets the needs of the business and its users. This includes planning and implementing service improvements, resolving ongoing issues, and maintaining high standards of performance and availability. The AD/Entra ID Service Owner is also responsible for stakeholder engagement, risk management, and ensuring compliance with relevant standards. By focusing on customer satisfaction and driving continual service improvement, the AD/Entra ID Service Owner plays a crucial role in delivering effective and reliable OIT Infrastructure services. Key accountabilities and decision ownership: Putting Customers First Align goals, metrics, and initiatives with customer satisfaction, Regularly gather and act on customer feedback Ensure that your team prioritizes customer needs & delivers exceptional service. Performing through our people Gives regular, constructive feedback. Ensure effective communication with all stakeholders & team members. Foster a culture of collaboration & empowerment to the team Provide training & development opportunities that focus on customer-centric skills that will help the team perform better. Respect other team members Offer help when the team is overworked Accountability & takes responsibility of the team's mistakes. Key accountabilities and decision ownership Communicating for impact Clear, transparent, and customer-focused communication towards customers & team. Create a customer-centric culture by sharing customer success stories and feedback with the team. Encourage people to be open and share their views Keep all relevant people appropriately informed Key accountabilities and decision ownership: Technical Operation: Due to the complexity of infrastructure architecture and workload, the Service Owner, Operation Service Owner & Senior Specialist are responsible for: Providing operational assessment of projects that supports Solution owner & solution architect to have a good Design approval decision (G2) & project Go Live decision (G5, G6) outcome by the Office IT Project Review Board (OIT PRB). Monitoring and reporting on the availability and performance of the service. This includes ensuring that the service meets agreed-upon performance standards It also includes that the service is available to users as expected Testing & implementing technology updates to maintain the security and functionality of the service. This could involve coordination with other teams to ensure updates are applied without disrupting other services. Composing necessary scripts and automation tasks to reduce human intervention and improve efficiency. Capacity Planning due to its criticality in ensuring that the architectural designs are met & ensures the capacity of the current team members is not exceeded. Key accountabilities and decision ownership: Being a focal point for service escalations towards vendors or escalation from customers. Ensuring service compliance & security standards and being adapt to its ever-changing trends & challenges. Maintaining and updating service documentation, including low-level designs (LLDs), Operational guides, CSD Work instructions, User guides and related technical specifications. Assessing the service change requests & be part of the CAB committee approving any related changes in the environment. Accountability for achieving Problem management (PBI) KPIs as well as providing problem resolution (root cause/workaround/final solution) and root cause analysis (RCA) reports Aligning any related success stories with Project manager and/or Solution owner on Office IT Workplace