Technology Service Owner

The Technology Service Owner is an active, hands-on member of the squad, contributing to day-to-day delivery while providing clear leadership and direction. Working closely with and leading the squad, they use their craft and expertise to drive outcomes, maintain focus on customer and business value, and ensure the service is delivered safely, effectively, and at pace.

• Act as a contributing squad member, actively involved in day-to-day delivery activities
• Set clear direction for the squad through coaching, motivation, and performance support
• Establish and communicate a clear service vision and strategy to the squad and key stakeholders
• Own and continuously prioritise the service backlog based on business and customer value
• Coordinate new demands and manage cross-squad and village dependencies
• Ensure backlog items are clearly defined, estimated, and ready for delivery
• Take accountability for service and product decisions in a fastpaced environment
• Drive collaboration across squads while managing interdependencies effectively
• Ensure all squad activity operates within agreed risk appetite
• Support the Technology Domain Owner across end-to-end service management, delivery, and risk
  

• Provide technical leadership and guidance to engineers, helping the squad make effective architectural, design and engineering decisions.
• Foster a culture of engineering excellence through code quality, automation, observability, reliability and operational ownership.
• Champion modern engineering practices including CI/CD, testing automation, platform reuse and continuous delivery.
• Balance short-term delivery needs with long-term technical health, sustainability and resilience of the service.

• Build a high-performing, psychologically safe team environment where individuals are coached, developed and empowered to succeed.
• Support career growth, capability uplift and succession planning across the squad.
• Create a culture of accountability, ownership, collaboration and continuous learning.
• Lead by example through active participation, servant leadership and strong stakeholder engagement.

• Drive the practical adoption of AI-enabled ways of working to improve productivity, quality, decision-making and customer outcomes.
• Identify opportunities to automate repetitive activities and simplify delivery processes through AI and engineering innovation.
• Promote experimentation, learning and responsible use of AI capabilities across the squad.

• Use operational and engineering metrics to identify bottlenecks and drive measurable improvements in delivery performance and service reliability.
• Champion continuous improvement initiatives using metrics such as deployment frequency, lead time, change failure rate and mean time to recovery (DORA metrics).
• Drive root cause analysis and learning from incidents, defects and delivery challenges to strengthen resilience and delivery outcomes.