Service Owner

Job description

As a Service Owner, you take ownership of end-to-end IT service delivery, ensuring SLA/KPI adherence, business continuity, stakeholder satisfaction, and continuous service improvement. Collaborate with business teams, IT suppliers, and service providers to manage roadmaps, releases, costs, capacity, and service enhancements. Drive operational excellence through effective governance, proactive risk management, and a relentless focus on service quality and efficiency.

Responsibilities

Ensure IT service quality, business continuity, SLA/KPI adherence, and stakeholder satisfaction through proactive monitoring and continuous improvement. Coordinate service roadmaps, technical releases, change management, and service communications while managing dependencies, risks, and business impact. Monitor service costs, ensure accurate cost planning and forecasting, support business cases, and identify cost-saving opportunities.

Collaborate with IT suppliers and business stakeholders, facilitate governance meetings, and drive service-level agreements and performance reviews. Manage minor service enhancements, maintain service catalogue data, and oversee ServiceNow workflows, including business continuity, RCA, and demand management. Monitor licence usage, service capacity, and IT assets; maintain accurate configuration records and service documentation while supporting projects and readiness for service operations.

Qualifications

Must-Have Skills Bachelor’s or Master’s degree in Engineering or equivalent, with 10+ years of relevant experience in IT service management, service delivery, or service operations. Expertise in IT service management, SLA/KPI monitoring, service quality assurance, business continuity, and stakeholder satisfaction. Proven experience in service governance, incident management, Root Cause Analysis (RCA), change management, and continuous service improvement.

Experience in service cost planning, supplier management, capacity management, and cross-functional stakeholder collaboration. Experience with ServiceNow (SNOW) workflows, service catalogue management, and ITSM governance processes. Experience in IT service financial management, including cost forecasting, license optimization, budget tracking, and business case preparation. Good-to-Have Skills Knowledge of ITIL frameworks, service-level agreements, and IT service management best practices.