Service Owner – Cloud & Compute

Job Purpose :

The Service Owner – Cloud & Compute is responsible for the end-to-end strategy, enablement, delivery, and continuous improvement of cloud and compute services across the enterprise. The role ensures scalable, secure, and cost-effective cloud platforms (including Data and AI layers) that support business transformation. The Service Owner acts as the primary point of contact for services, driving service strategy & delivery, vendor alignment, and stakeholder satisfaction across a multivendor ecosystem.

Key Responsibilities:

Service Strategy & Enablement :

• Define and execute the cloud and compute service strategy, including infrastructure, foundation, platform, and Data/AI services.
• Establish target operating models for cloud in a multi-vendor, multi-stakeholder environment.
• Develop roadmaps for platform features, service capabilities, and modernization initiatives.
• Define service portfolio, catalogue offerings, and onboarding journeys aligned to business needs.

Service Design & Delivery :

• Own end-to-end service delivery, availability, and performance of cloud and compute services.
• Ensure seamless user experience through persona-based user journey mapping, onboarding, and adoption of business divisions into a centrally governed cloud environment.
• Drive automation and AI-led improvements in service delivery and operations.
• Enable service consumption through ServiceNow (catalog, workflows, automation).

Service Ownership & Operations :

• Act as the primary point of contact for all service-related incidents, changes, and escalations.
• Ensure adherence to SLAs, performance metrics, and continuous service improvement.
• Collaborate with Service Desk and technical teams for issue resolution and service stability.

Vendor & Stakeholder Management :

• Drive vendor engagement processes including RFPs, evaluation, and selection aligned with target architecture and roadmap.
• Manage cloud and infrastructure vendors, defining direction and ensuring delivery of roadmap milestones.
• Track vendor performance, SLAs, and contractual obligations.
• Engage business divisions to manage expectations, demand, and service adoption.
• Collaborate with internal teams (IAM, Network, Security, Data, AI) to ensure roadmap alignment and manage dependencies.

Financial & Demand Management :

• Drive cost optimization through FinOps practices, budgeting, and resource optimization.
• Manage demand planning, forecasting, project costing, and capacity planning for cloud services.

Governance & Transformation :

• Define and enforce standards, policies, and implementation guidelines for greenfield cloud platform setups.
• Lead or support cloud transformation initiatives across the organization.
• Ensure compliance, risk management, and alignment with enterprise architecture.

Experience & Qualifications :

• 8+ years of experience in cloud/infrastructure service management in large, complex environments.
• Experience in cloud platforms (Azure/AWS/GCP); Data & AI platform exposure is a plus.
• Strong experience in vendor management and service delivery ownership.
• Exposure to FinOps, demand management, and project costing.
• Experience with ServiceNow (service catalogue, workflows, automation) is desirable.
• Experience in cloud transformation programs and multi-vendor environments is preferred.
• ITIL and cloud certifications are desirable.

Success Metrics :

• Service adoption, automation, and user experience improvements
• Vendor performance and delivery against roadmap milestones
• Business stakeholder satisfaction / NPS for cloud services
• Adoption and effectiveness of AI/automation-enabled service delivery (e.g. automated workflows, predictive operations, self-healing)
• SLA adherence (availability, performance, MTTR)
• Cloud cost optimization and budget adherence