Service Owner

Nokia; Chennai District; Hybrid; INR 2,400,000 - 3,600,000; Full time

Benefits offered by this job

Flexible and hybrid working

Health and well-being support

Maternity and paternity leave

Career growth

Continuous learning

Job summary

Nokia in India is seeking a Service Delivery professional to manage service continuity and SLA/KPI adherence across IT services. You will work with business stakeholders to ensure satisfaction and oversee end-to-end performance, reporting deviations and driving improvements.

The role requires 12+ years of total experience, strong vendor governance, and expertise with ITSM tools (ServiceNow). You will coordinate releases, changes, and service costs while shaping roadmaps with product teams and

Qualifications

• 10+ years of IT service management experience.
• Proven track record monitoring SLAs and KPIs.
• Experience with major IT service providers in enterprise environments.

Responsibilities

• Ensure service continuity and SLA adherence across services.
• Drive RCA for critical incidents and implement improvements.
• Coordinate releases, changes, and communication with stakeholders.
• Monitor service costs and perform cost impact analyses.

Skills

SLA/KPI monitoring

Service Continuity

Stakeholder management

Vendor coordination

Change management

ServiceNow (SNOW)

Cost optimisation

Performance analysis

Tools

ServiceNow

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

How You Will Contribute And What You Will Learn

• 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)

Key Skills And Experience

• 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

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.

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.

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.

About The Team

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

Requirements: