Service management - Role
Service owner
The person accountable for the performance, outcomes and improvement of a particular service
What's it for?
Makes one person accountable for a service's quality, cost and improvement over time.
For example…
The email service owner reviews outages, capacity and user satisfaction
The payroll service owner decides whether to fund a resilience improvement after repeated outages and is accountable for the service's long-term health
Think of it like…
Landlord for a block of flats: many contractors work there, but one person is accountable for the property