Service Owner

Nokia; Gurugram District; Hybrid; INR 900,000 - 1,300,000; Full time

Benefits offered by this job

Flexible & hybrid working

Health & wellbeing programs

Maternity/Paternity Leave (90 days)

Career growth & mobility

Job summary

Nokia is a global leader in connectivity and AI-era solutions, delivering end-to-end IT services across diverse networks. The Service Owner will drive service quality, governance and continuous improvement, collaborating with business teams, IT suppliers and providers in a hybrid work model in India.

With 10+ years of IT service management experience, you will manage roadmaps, releases, capacity, and service enhancements, ensuring business continuity and stakeholders' satisfaction while

Qualifications

• Bachelor’s or Master’s degree in Engineering or equivalent.
• Experience in IT service management, service delivery or service operations.
• Expertise in SLA/KPI monitoring, service quality assurance, and business continuity.
• Experience with governance, incident management, RCA, and change management.
• Knowledge of cost planning, supplier management, capacity management, and collaboration.

Responsibilities

• Own end-to-end IT service delivery and ensure SLA/KPI adherence.
• Collaborate with business teams, IT suppliers and service providers on roadmaps and releases.
• Monitor costs, forecast budgets and identify cost-saving opportunities.
• Drive governance, risk management and service reviews for continuous improvement.
• Maintain service catalogue data, SNOW workflows and readiness for operations.
• Support projects and ensure accurate configuration records and documentation.

Skills

ITSM

SLA/KPI monitoring

RCA

Incident management

Change management

Cost forecasting

Supplier management

Cross-functional collaboration

Service governance

ServiceNow

Education

Bachelor’s or Master’s in Engineering

Tools

ServiceNow

Job description

Job Description

As a Service Owner, you take ownership of end-to-end IT service delivery, ensuring SLA/KPI adherence, business continuity, stakeholder satisfaction, and continuous service improvement. Collaborate with business teams, IT suppliers, and service providers to manage roadmaps, releases, costs, capacity, and service enhancements. Drive operational excellence through effective governance, proactive risk management, and a relentless focus on service quality and efficiency.

Job Description

As a Service Owner, you take ownership of end-to-end IT service delivery, ensuring SLA/KPI adherence, business continuity, stakeholder satisfaction, and continuous service improvement. Collaborate with business teams, IT suppliers, and service providers to manage roadmaps, releases, costs, capacity, and service enhancements. Drive operational excellence through effective governance, proactive risk management, and a relentless focus on service quality and efficiency.

How You Will Contribute And What You Will Learn

• Ensure IT service quality, business continuity, SLA/KPI adherence, and stakeholder satisfaction through proactive monitoring and continuous improvement.
• Coordinate service roadmaps, technical releases, change management, and service communications while managing dependencies, risks, and business impact.
• Monitor service costs, ensure accurate cost planning and forecasting, support business cases, and identify cost-saving opportunities.
• Collaborate with IT suppliers and business stakeholders, facilitate governance meetings, and drive service-level agreements and performance reviews.
• Manage minor service enhancements, maintain service catalogue data, and oversee ServiceNow workflows, including business continuity, RCA, and demand management.
• Monitor licence usage, service capacity, and IT assets; maintain accurate configuration records and service documentation while supporting projects and readiness for service operations.

Must-Have Skills

KEY SKILLS AND EXPERIENCE

• Bachelor’s or Master’s degree in Engineering or equivalent, with 10+ years of relevant experience in IT service management, service delivery, or service operations.
• Expertise in IT service management, SLA/KPI monitoring, service quality assurance, business continuity, and stakeholder satisfaction.
• Proven experience in service governance, incident management, Root Cause Analysis (RCA), change management, and continuous service improvement.
• Experience in service cost planning, supplier management, capacity management, and cross-functional stakeholder collaboration.
• Experience with ServiceNow (SNOW) workflows, service catalogue management, and ITSM governance processes.
• Experience in IT service financial management, including cost forecasting, license optimization, budget tracking, and business case preparation.

Good-to-Have Skills

• Knowledge of ITIL frameworks, service-level agreements, and IT service management best practices.

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.

Learn more about life at Nokia .

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

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