Position: Service Owner

Location: Sydney, NSW

Duration: 12 months

Job Details:

Key Responsibilities

- Own and manage the complete lifecycle of assigned services from strategy through operations and continual improvement.

- Define, maintain, and govern service roadmaps aligned with business and technology objectives.

- Ensure services meet agreed Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs).

- Drive service reliability, availability, capacity planning, and performance management activities.

- Collaborate with business stakeholders, technology teams, vendors, and support teams to ensure seamless service delivery.

- Lead incident, problem, change, and release management activities to minimize service disruption.

- Monitor service health, identify improvement opportunities, and implement service optimization initiatives.

- Manage service risks, compliance requirements, audit controls, and operational governance activities.

- Own service budgeting, forecasting, vendor governance, and cost optimization initiatives.

- Establish operational metrics, dashboards, and reporting for senior leadership.

- Ensure effective disaster recovery, business continuity, and resilience planning for critical services.

- Drive customer experience improvements and enhance user satisfaction across service offerings.

- Facilitate stakeholder communications during major incidents and service-impacting events.





- Lead continuous service improvement programs leveraging ITIL best practices.

Mandatory Skills

- 8+ years of experience in IT Service Management, Service Delivery, or Service Ownership roles.

- Strong understanding of ITIL Framework (Incident, Problem, Change, Release, and Service Level Management).

- Proven experience managing enterprise-scale business-critical services.

- Experience in service governance, operational management, and stakeholder engagement.

- Strong knowledge of SLA/KPI management and service performance monitoring.

- Experience in risk, compliance, and audit management.

- Ability to manage major incidents, escalations, and service recovery activities.

- Excellent communication, presentation, and leadership skills.

- Solid analytical and problem-solving capabilities.

- Experience working in Agile and/or DevOps environments.

Desired Skills

- ITIL Foundation/Intermediate/Managing Professional Certification.

- Experience in Banking, Financial Services, or highly regulated industries.

- Knowledge of Cloud platforms (AWS, Azure, GCP).

- Experience with ServiceNow or other ITSM platforms.

- Exposure to SRE (Site Reliability Engineering) practices.

- Vendor and third-party service management experience.

- Understanding of cybersecurity, resilience, and business continuity frameworks.

- Experience with operational reporting, dashboards, and performance analytics.

- Knowledge of Lean, Six Sigma, or Continuous Improvement methodologies.

Minimum Years of Experience 8 Years

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