Job Description

At KSM, 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

The IT Service Owner is responsible for the end-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 the single 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 with ITIL practices such as incident, problem, change, service level and vendor / relationship management.

Key Responsibilities

Service Ownership

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

Service Operations

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

Vendor and Partner Coordination

• Coordinate 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 changes 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 appropriate monitoring, alerting, and observability mechanisms exist.
• Review operational dashboards and service reports.
• Provide regular service performance reports to management and stakeholders.

Service Improvement

• Identify improvement opportunities related to:
• stability
• automation
• cost optimization
• operational efficiency
• Drive continual service improvement initiatives

Service Documentation and Knowledge

• Maintain service documentation including:
• service descriptions
• architecture overview
• support model
• operational procedures
• Ensure knowledge articles and runbooks exist for support teams.

Stakeholder Management

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

• Align service roadmap with business priorities

Requirements

Education

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

Experience

• 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 / PRINCE2 (nice to have)

Required Skills

• Strong understanding of ITIL 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