IT Service Owner (Mid-Senior Level)

LMW, on behalf of IBM, is seeking an experienced IT Service Owner to manage the end-to-end lifecycle, performance, and continuous improvement of one or more IT-enabled business services. In this role, you will ensure services are reliable, secure, and aligned with business expectations while delivering measurable value.

The IT Service Owner will act as the primary point of accountability for service performance and outcomes, working closely with application teams, infrastructure teams, vendors, and business stakeholders. This role requires strong operational leadership, a service-oriented mindset, and a solid understanding of ITIL service management practices.

Key Responsibilities:

Service Ownership

• Manage the full lifecycle of assigned IT services, including design, transition, operation, and continual improvement.
• Maintain clear service definitions, boundaries, and dependencies.
• Ensure services meet business requirements, availability, reliability, and performance expectations.
• Serve as the primary point of accountability for service health and outcomes.

Service Operations

• Oversee day-to-day service operations and coordinate with support teams.
• Ensure effective incident and major incident management processes.
• Lead problem management efforts to identify root causes and eliminate recurring incidents.
• Monitor service KPIs and performance metrics such as:
• Service availability
• Mean Time to Resolve (MTTR)
• Incident volumes
• SLA compliance
• Customer satisfaction

Vendor and Partner Coordination

• Coordinate service delivery activities with external vendors and service providers.
• Ensure vendors meet contractual service levels and delivery commitments.
• Participate in service reviews and operational governance meetings.

Change and Release Oversight

• Ensure all service-related changes are properly assessed, tested, and implemented.
• Participate in Change Advisory Board (CAB) processes.
• Coordinate deployments with development teams and external partners.

Monitoring and Reporting

• Ensure appropriate monitoring, alerting, and observability mechanisms are in place.
• Review operational dashboards and service reports.
• Provide regular service performance updates to management and stakeholders.

Service Improvement

• Identify and drive initiatives to improve service stability, automation, cost efficiency, and operational performance.
• Lead continuous service improvement initiatives aligned with business goals.

Documentation and Knowledge Management

• Maintain comprehensive service documentation, including:
• Service descriptions
• Architecture overviews
• Support models
• Operational procedures
• Ensure knowledge articles and runbooks are available for support teams.

Stakeholder Management

• Act as the key liaison between IT and business stakeholders.
• Communicate service performance, risks, and planned improvements.
• Align service roadmap and priorities with business needs.

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

• 4–8 years of experience in IT operations, service management, or application management.
• Experience managing enterprise IT services in complex environments.
• Experience working with external vendors or managed service providers.

Certifications (Preferred)

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

Key Skills

• Strong understanding of ITIL service management practices
• Ability to coordinate cross-functional technical teams
• Strong analytical and troubleshooting capabilities
• Excellent stakeholder management and communication skills
• Ability to communicate effectively with both technical and business audiences
• Data-driven decision-making mindset
• Strong prioritization and organizational skills

The company offers a high-competitive remuneration package and the opportunity to work and develop within a stimulating multinational working environment.