IT Infrastructure Service Owner

We are seeking a highly motivated and experienced IT Service Owner to take ownership of Infrastructure services, specifically focusing on Server and Storage operations. This role is critical in driving operational excellence, reliability, and automation across our infrastructure environment. As a key leader within our IT organization, you will play a pivotal role in improving service stability, reducing operational toil, and enabling sustainable automation practices.

The ideal candidate brings a strong automation mindset, a disciplined approach to operational handoffs, and the ability to work collaboratively with cross-functional teams and vendors. In this position, you'll have the opportunity to influence the evolution of our infrastructure operations by implementing sound ITSM principles and driving measurable outcomes in a regulated environment.

Key Responsibilities:

• Own the end-to-end operational reliability of server and storage infrastructure services, ensuring stability, performance, and scalability.
• Drive automation initiatives to eliminate repetitive manual tasks, improve operational efficiency, and reduce time-to-restore for incidents.
• Develop and maintain operational documentation, including runbooks, escalation paths, and recovery patterns, ensuring seamless handoffs across teams.
• Collaborate with platform and development teams to design and implement automation solutions using governed patterns.
• Lead efforts to operationalize and standardize IT Service Management (ITSM) practices, leveraging platforms like ServiceNow to drive ownership-based routing, consistent change controls, and improved visibility.
• Identify recurring issues and implement process improvements to eliminate repeat incidents, focusing on long-term stability rather than short-term fixes.
• Partner with vendors and internal stakeholders to reduce reliance on reactive problem-solving, institutionalize knowledge, and establish repeatable operations.
• Ensure compliance with regulatory requirements by embedding controls, validation artifacts, and reporting discipline into day-to-day operations.
• Influence and drive standardization across teams and vendors through clear communication, measurable goals, and evidence-based decision-making.
• Act as a key contributor in the transition away from legacy platforms while ensuring operational readiness for modernized infrastructure components.

About You:
You are passionate about building scalable, reliable, and automated infrastructure operations. You thrive in a collaborative environment and are eager to bring your expertise in operational excellence, ITSM, and automation to a role that prioritizes service stability and sustainability. If you enjoy transforming manual processes into automated solutions, driving measurable outcomes, and leading with an evidence-based approach, we want to hear from you!

Qualification summary 

1. Typically 5-8+ years (or equivalent progressive experience) in infrastructure operations / reliability with accountability for outcomes: stability, time-to-restore, repeat-incident reduction, and operational readiness. 
2. Proven ability to build repeatable operations: runbooks, escalation paths, standard recovery patterns, and disciplined problem elimination (not just restoring service and moving on). 
3. Strong toil-reduction mindset: identifies repeat manual work and replaces it with standardized procedures and safe automation; collaborates effectively with platform/development resources to implement automation through governed patterns. 
4. Demonstrated ability to operationalize an ITSM platform into real outcomes: ownership-based routing, consistent change patterns, measurable controls, and visibility that reduces 'unknown dependency' outages. 
5. Comfortable in regulated environments: builds controls and evidence into normal operations (documentation, validation artifacts, reporting discipline) so audit response is repeatable and not hero-driven. 
6. Governance without authority: can drive adoption and standardization across tower teams and vendors through influence, clarity, and measurable outcomes. 
7. Vendor workload reduction orientation: aligns to the charter-reduce reliance on vendor heroics by institutionalizing knowledge and removing repeat work so the workload shrinks over time. 
8. Strong learning agility: can ramp into an environment quickly, prioritize the highest-risk stability gaps, and turn them into repeatable standards and automation. 

Certifications are helpful but not a primary screen; we value candidates who can apply sound reliability and automation principles across tools. 

Environment context 

The items below describe what you may encounter; deep expertise in every tool is not required if you demonstrate strong operational ownership and automation outcomes. 

1. ServiceNow (ITSM + Phase 2 ITOM capabilities being enabled): Discovery/CMDB, Service Mapping, Event Management, and ITSM workflow enhancements. 
2. Common tower touchpoints in stability work: Windows Server infrastructure, identity/authentication services, VDI dependencies, hyperconverged infrastructure, and cloud-hosted components where applicable. 
3. Monitoring inputs that may feed Event Management: SolarWinds and similar sources used for actionable alert routing. 
4. Legacy platform exposure note: VMware, Cisco, and NetApp familiarity is helpful but not a primary requirement; we are intentionally moving away from these platforms over time, and this role is not being hired to be a legacy platform operator.