Service Owner

Infinera Corporation; Bengaluru Urban; Hybrid; INR 250,000 - 420,000; Full time

Benefits offered by this job

Flexible hybrid work

Medical and life insurance

90 days maternity/paternity leave

Career growth

Continuous learning

Relocation support

Job summary

Nokia Bengaluru is seeking an experienced IT Service Manager to oversee service continuity, SLA/KPI adherence, and stakeholder satisfaction across IT services. The role includes cost monitoring, RCA participation, and coordinating releases with product teams to ensure high-quality service delivery.

Applicants should bring 10+ years in IT service management, strong governance and vendor collaboration skills, and proficiency with ServiceNow and ITIL processes.

Qualifications

• 10+ years in IT service management or equivalent
• Experience in leading service delivery improvements
• Strong ability to analyze deviations from SLA and drive actions

Responsibilities

• Manage Service Continuity and SLA/KPI adherence
• Support service roadmaps and releases with stakeholders
• Monitor total service costs and participate in cost impact analyses
• Manage service documentation and governance tooling (ServiceNow)
• Collaborate with IT suppliers and BSST governance meetings

Skills

SLA/KPI management

IT service delivery

Stakeholder management

Problem solving

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

ITIL

Job description

Job Description:

General:

• Manage the Service Business Continuity and SLA/KPI adherence.
• Work for Business stakeholder satisfaction for the service delivery including surveys.
• Execute quality assurance and performance of the IT service(s) according to SLA’s agreed with business. Monitors IT service delivery performance, end-to-end. Analyzes and reports deviations from SLA and proactively proposes and drives improvement actions.
• Contributes solving business escalations impacting business performance and participates in RCA for critical incidents and ensure execution and completion of any improvement plans associated

Service roadmaps and releases:

• Supports service roadmaps; documents and validates planned activities, technical releases, changes, ramp ups and -downs, and aligns them with the project roadmap, provider contracts, architectural requirements, security
• Proactively identifies and manages the dependences between services or service roadmaps and planned changes in other areas (e.g. processes)
• Manages the execution of technical releases, change management and service communication

Responsibilities

Service Costs:

• Monitors total service costs and is responsible for continuous service cost planning and LE accuracy. Contribute to the service cost impact analysis as part of the investment proposal / business case and actively seeks cost saving measures
• Supports the service cost impact analysis and creation of the service cost impact as part of the investment proposal / business case
• Signs off IT service cost impact analysis in IC milestone. Actively seeks for cost saving measures

Service Enhancements:

• Approves minor service enhancements after validation with the product team, requests and related costs within available budget

Service Catalogue and SNOW:

• Updates master data in Service Catalogue and in IT service management tooling
• Governance tool management (ServiceNow)
• SNOW Workflow maintenance of (BCA / RCA / Minor demands / UPMX)

Qualifications

ASM Partner and Suppliers:

• Collaborates with respective IT suppliers
• Contributes to definition of the IT Business Service Level Agreement with the suppliers
• Facilitates the governance meetings (BSST) with the business and Service Providers

Others:

• Monitors service license usage and needs
• Monitors service capacity and initiates needed changes
• Ensures that asset & configuration management is handled promptly with good quality
• Manage service documentation and keeping it up-to-date
• Participates in program/projects in own service area, focusing on the use phase preparation
• Capacity Management of Service (eg sizing storage and servers)

Relevant Exp 10+ years, Total exp 12+ years

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.

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 roles requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia.

Some of our benefits in India:

• Flexible and hybrid working arrangements to support work-life balance
• Health and well-being support - medical insurance for you and your family, health check-ups, life and accident insurance, well-being programs, and employee resource groups
• A minimum of 90 days of Maternity and Paternity Leave based on eligibility
• Personal Support Service 24/7 - a confidential support channel open to all Nokia employees and their families in challenging situations
• Career growth & mobility - technical career paths, job rotations, international assignments, and relocation support
• Continuous learning - technical certifications, mentoring programs, coaching, and digital learning platforms
• Opportunities to innovate and contribute through Nokia’s research and development environment
• Recognition programs that celebrate outstanding contributions
• Workplace support - ergonomic working support and mobile device programs based on eligibility