The Role

The Service Catalog Owner is a key role within an organization responsible for the overall management, development, and strategic alignment of the service catalog. This role involves working closely with various stakeholders, including IT teams, business units, and senior management, to ensure that the service catalog meets the organization's goals and effectively supports service delivery. The Service Catalog Owner is instrumental in ensuring that the service catalog is a valuable resource for the organization, contributing to effective service delivery, and supporting overall business objectives. This role requires a combination of strategic thinking, effective communication, and a deep understanding of both business and IT processes.

Strategic Planning:

Aligning the service catalog with the organization's overall business and IT strategy. Collaborating with senior management to understand business objectives and ensuring that services in the catalog support those objectives.

Service Portfolio Management:

Overseeing the entire service portfolio to ensure that it aligns with business needs. Evaluating and prioritizing services based on their strategic importance and impact on the organization.

Service Definition and Design:

Leading the process of defining and designing new services or modifying existing ones. Ensuring that services are well-documented, clearly defined, and meet the quality standards set by the organization.

Stakeholder Engagement:

Collaborating with various stakeholders, including IT teams, business units, and end-users, to gather requirements and feedback. Conducting regular meetings with stakeholders to discuss the service catalog's evolution and improvements.

Service Level Management:

Collaborating with Service Level Management teams to define and manage service levels, including service availability, response times, and performance metrics.

Governance and Compliance:

Establishing governance processes to ensure that the service catalog is managed in accordance with organizational policies and industry standards. Ensuring compliance with regulatory requirements related to service delivery and catalog management.

Continuous Improvement:

Implementing a continuous improvement framework for the service catalog, regularly reviewing and updating services to meet changing business needs. Monitoring industry best practices and emerging trends to enhance the service catalog's effectiveness.

Communication and Training:

Communicating changes, updates, and improvements to the service catalog to relevant stakeholders. Providing training and support to end-users, ensuring they understand how to use the service catalog effectively.

Integration with ITSM Processes:

Collaborating with IT Service Management (ITSM) processes to ensure seamless integration of the service catalog with other service management activities.

Vendor Management:

Managing relationships with external vendors or service providers whose offerings are part of the service catalog.

Quality Assurance:

Ensuring the accuracy and completeness of information in the service catalog. Conducting audits and quality checks to verify that the services listed in the catalog match the actual services provided.

The Requirements

Bachelor's degree in IT, Business Management, or a related field.Proven experience in service catalog management and ServiceNow.Knowledge of IT service management (ITSM) frameworks, such as ITIL.Strong understanding of business processes and service delivery.Excellent communication and interpersonal skills.Ability to work collaboratively in a cross-functional team environment.Analytical and problem-solving skills.Familiarity with service catalog tools and technologies.

Preferred Skills:

ITIL certification.Project management skills.Experience with service catalog automation tools.Knowledge of cloud services and technologies.

WTW is an Equal Opportunity Employer