local service owner



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We’re looking for a Local Service Owner to join our team. Your role enables the delivery of a high-quality service to end-users and ensures Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.

What you’ll be doing:

  • Escalation point for ESO solution issues (including integration issues) – from local business, DN, or any integration stakeholder.
  • Be the SME for the local ESO support model.
  • Inform/Engage/Escalate Global Service Owner on key issues.
  • Co-ordinate 6 monthly user access reviews.
  • Attend regular incident / problem / service reviews.
  • Input to the prioritisation of market issues.
  • Raise enhancement requests for operational improvements as identified.
  • Work with the local business to agree ad-hoc outages as required.
  • Communicate with integration stakeholders when there are ESO or middleware outages.

What we’re looking for:

  • A passion for Service Improvement.
  • Experienced Service Management professional.
  • Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.
  • Excellent leadership and people management skills.
  • Written and verbal communication skills.
  • Willingness to support and mentor junior staff.
  • Excellent customer facing/customer service skills.
  • Able to work under pressure and meet deadlines.
  • Excellent organisational skills.
  • Able to manage and prioritise and tasks and time efficiently.
  • Able to demonstrate initiative and a proactive approach to daily tasks.

It would also be great if you had experience of, or a desire to learn about:

  • ITIL Qualified.
  • Experience of managing 3rd parties and 3rd party delivered services.
  • Previous experience as a Team Lead or demonstrable experience in leading virtual teams.
  • Experience of working within a retail or convenience fuels environment.


REPL is an equal opportunity employer, and we know the value of a diverse and inclusive workforce. We have very active communities for Women in Tech, Automation and Innovation and we are also closely involved with the local community. As such, we particularly encourage applicants from a diverse range of backgrounds.

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We employ the very best, offering career opportunities for the passionate, talented specialists who share our ambition to deliver the exceptional. Our people create impact and influence, challenging the conventional and exceeding their potential. Working with industry-leading companies around the world, we expect high standards. In return, you’ll develop skills and advance your career in a vibrant, pioneering environment.

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