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Title
Text copied to clipboard!IT Service Owner
Description
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We are looking for an IT Service Owner to take end-to-end responsibility for defined IT services within our organization. In this role, you will ensure that business-critical IT services are delivered reliably, securely, cost-effectively, and with a strong customer focus. You will serve as the central point of coordination between business units, IT operations, architecture, information security, external vendors, and management. This position requires a combination of technical understanding, organizational strength, and a clear focus on service quality, user satisfaction, and business value.
As an IT Service Owner, you will analyze existing service processes, define service objectives, and monitor compliance with agreed performance indicators. You will manage service lifecycle activities from planning and introduction through optimization and retirement. A key part of your work will involve managing service-level agreements, operating models, escalations, risks, and dependencies. In addition, you will coordinate changes, releases, and improvement initiatives in close collaboration with relevant stakeholders.
You will identify opportunities for standardization, automation, and efficiency gains while ensuring that services meet business requirements as well as regulatory and security expectations. This also includes evaluating service costs, supporting budget and resource planning, and communicating service performance and improvement needs in a transparent manner. During incidents, you will maintain oversight, prioritize actions, and drive sustainable problem resolution.
For this position, we are seeking a professional with a strong service mindset, analytical thinking, and the ability to explain complex topics clearly. You should bring experience in IT service management, cross-functional collaboration, and working with both internal and external partners. Knowledge of established frameworks and methods such as ITIL, incident management, problem management, change management, and service level management is highly desirable.
If you enjoy shaping IT services strategically and operationally, taking ownership, and strengthening an organization’s digital capabilities in a sustainable way, this role offers a diverse and impactful field of work with high visibility and strong development potential.
Responsibilities
Text copied to clipboard!- Take ownership of the full lifecycle of defined IT services
- Monitor and improve service quality using KPIs, SLAs, and user feedback
- Act as the interface between business units, IT operations, architecture, and external vendors
- Manage incidents, problems, escalations, and risks in a service-oriented manner
- Coordinate changes, releases, and service improvement initiatives
- Plan and monitor service costs, budgets, and resource needs transparently
- Conduct regular service reviews with stakeholders
- Maintain documentation, operating models, and service catalogs
Requirements
Text copied to clipboard!- Degree in computer science, information systems, or a comparable qualification
- Several years of experience in IT service management or a similar role
- Strong knowledge of ITIL and service-oriented operational processes
- Experience in stakeholder management and vendor coordination
- Analytical and structured working style with strong problem-solving skills
- Excellent communication skills and professional English proficiency
- Understanding of IT infrastructure, applications, and operational workflows
- Experience with KPI reporting and continuous service improvement
Potential interview questions
Text copied to clipboard!- What experience do you have managing business-critical IT services?
- Which ITSM frameworks or processes have you worked with?
- How do you handle recurring service disruptions and escalations?
- How do you measure and improve the quality of an IT service?
- What experience do you have working with external service providers?
- How do you prioritize competing stakeholder requirements?
- Have you defined or negotiated service-level agreements before?
- Which tools do you use for reporting, ticketing, or service management?
