FVT Service Owner - Unified Loyalty Platform

Job description

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal. Job Description The FVT Service Owner is the single accountable Globe owner of the Unified Loyalty Platform (Comarch CLM) as a running service - owning its health, availability, cost, compliance and lifecycle in production. The role owns the relationship between the business that depends on Globe Rewards, the Globe IT teams that host and integrate the platform, and Comarch as the supplying vendor, ensuring the service Globe has committed to is delivered reliably, affordably, safely and sustainably. DUTIES & RESPONSIBILITIES: Own the service end to end - define the service, its consumers and commitments; maintain and publish service levels and performance reporting; act as the named Globe escalation point for the business, consuming platforms and Comarch. Run operations and service health - own operational readiness (monitoring/alerting, runbooks, support model, on-call); drive major incident response to restoration with clear business communication; close problems at root cause; manage capacity ahead of campaign peaks. Manage the Comarch vendor relationship - governance cadence, SLA scorecards, credits and remediation; manage the enhancement/change-request pipeline and acceptance of delivered work; track vendor roadmap, version support windows and licensing. Steward the platform and its lifecycle - own the Globe-side platform picture (GCP, Kubernetes, AlloyDB, networking, DR/RTO-RPO) with IT Infrastructure; own the release calendar, change and integration governance in run, and the technical debt register through the ULP roadmap. Engage the business and own the commercials - front door for demand intake and campaign/promo readiness; publish service transparency; own total cost of ownership, run budget, license utilization and cost optimization. Own risk, knowledge and improvement - service risk register, security/privacy/audit obligations; service knowledge base and vendor knowledge transfer; maintain a prioritized continuous service improvement plan. TOP 3-5 DELIVERABLES: Service Levels and Performance Reporting; Major Incident and Problem Resolution; Comarch Vendor Scorecard and Enhancement Pipeline; Release Calendar and Technical Debt Repayment; Run Budget, TCO and License Utilization KPIs: Availability vs SLA, MTTD/MTTR; P1/P2 Incident Count and Duration; Change Success Rate, RCA Closure; Comarch SLA Attainment; Run Cost vs Budget, License Utilization; DR Test Results vs RTO/RPO; Technical Debt Retired vs Plan COMPETENCIES: IT Service Management (ITIL); Vendor/Partner/Contract Management; Cost Management; Service Continuity & Availability; Cloud Platform Operations (GCP); Integration Architecture; Relationship Management Equal Opportunity Employer Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants. Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.