Service Owner
Core
Sole person accountable for end-to-end management of one or more IT services (Infrastructure, Application, or Professional), ensuring they meet customer expectations and deliver value.
Role type
Service Owner
Builds
IT services (Infrastructure, Application, or Professional)
Domain
IT Service Management
Required skills
Service lifecycle management, SLA/OLA definition, incident and problem management, service catalog maintenance, cost model management, continuous improvement, stakeholder coordination, transition management
Preferred skills
ITIL framework knowledge, project management practices, service management tools proficiency
Technologies
Microsoft Office Suite, service management tools
Responsibilities
Represent the service as the primary point of contact, manage incidents and problems, oversee service design packages, monitor service performance against SLAs, define cost models, coordinate with internal teams and external suppliers, manage service transitions, participate in audits, review service performance and customer feedback
Seniority
Mid-level, hands-on IC
