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