IT Service Owner (Mid-Senior Level)

AtKSM, our mission is to be the strategic HR Business Partner for the companies we collaborate with, while contributing to the professional development and satisfaction of candidates’ goals.

Guided by our core values and through our personalized practices, we strive to bring employees and companies together, fostering a high-quality and innovative future.

On behalf of our client, we are seeking to recruit an:

IT Service Owner

Seniority: Mid-Senior

Work type: 1 day remote 4 days on site

Role Summary

The IT Service Owner is responsible for theend-to-end lifecycle, performance, and continuous improvement more than one IT-enabled business services. The role ensures that services meet agreed service levels, deliver business value, and are operated in a stable, secure, and efficient manner.

The Service Owner acts as thesingle point of accountability for the service, coordinating across application teams, infrastructure teams, vendors, and business stakeholders.

The role requires strong operational leadership, a service-centric mindset, and familiarity withITIL practices such as incident, problem, change, service level and vendor / relationship management.

Key Responsibilities

Service Ownership

• Own theend-to-end lifecycle of assigned IT services (design, transition, operation, improvement).
• Maintain clearservice definitions, boundaries, and dependencies.
• Ensure services meetbusiness requirements, availability, reliability, and performance expectations.
• Act as theprimary point of accountability for service health and service outcomes.

Service Operations

• Oversee day-to-day operation of services and coordinate with support teams.
• Ensureeffective incident and major incident management.
• Leadproblem management activities to eliminate recurring incidents.
• Monitor service KPIs and performance metrics.

Vendor and Partner Coordination

• Coordinate activities withexternal vendors and service providers.
• Ensure vendors meet contractualservice levels and delivery commitments.
• Participate inservice reviews and operational governance meetings.

Change and Release Oversight

• Ensurechanges to the service are properly assessed, tested, and implemented.
• Participate in change advisory processes.
• Coordinate deployments with development teams and vendors.

Monitoring and Service Reporting

• Ensure appropriatemonitoring, alerting, and observability mechanisms exist.
• Review operational dashboards and service reports.
• Provideregular service performance reports to management and stakeholders.

Service Improvement

Identify improvement opportunities related to:

• stability
• automation
• cost optimization
• operational efficiency
• Drivecontinual service improvement initiatives.

Service Documentation and Knowledge

Maintain service documentation including:

• service descriptions
• architecture overview
• support model
• operational procedures
• Ensureknowledge articles and runbooks exist for support teams.

Stakeholder Management

• Act as theprimary liaison between IT and business stakeholders for the service.
• Communicate service performance, risks, and planned improvements.

• Align service roadmap with business priorities

Education

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field.

Experience

• 4–8 years of experience inIT operations, service management, or application management.
• Experience managingenterprise IT services in complex environments.
• Experience working withexternal vendors or managed service providers.

Certifications (preferred)

• ITIL 4 Foundation or higher
• PMP / PRINCE2 (nice to have)

Required Skills

• Strong understanding ofITIL practices
• Ability to coordinate cross-functional technical teams
• Strong troubleshooting and analytical thinking
• Excellent stakeholder management
• Ability to communicate with both technical and business audience
• Data-driven decision making

• Ability to prioritize and manage competing demands