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.
About Us
Advancing connectivity to secure a brighter world.
Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we’re advancing connectivity to secure a brighter world.
Learn more about life at Nokia.
Our recruitment process
We act inclusively and respect the uniqueness of people. Our employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. We are committed to a culture of inclusion built upon our core value of respect.
If you’re interested in this role but don’t meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.
The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia.