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

Interview Process (Is face to face required?)

No

Any additional information you would like to share about the project specs/ nature of work

NA

📌 Service Owner (Sydney)
🏢 Infosys APAC
📍 Sydney