This research aims to explore the complex and dynamic nature of IT service well-being from a multi-level perspective of the service ecosystem. Most research in the IT service area focuses on individual and micro-level interactions and practices and overlooks the importance of a holistic and systematic view of understanding service well-being. This research addresses these limitations by exploring IT service well-being from a “service ecosystem” perspective. The research follows an interpretive approach to build a middle-range theory based on a case study and grounded theory technique in an educational institution. The findings reveal well-being drivers, determinants, and outcomes at the micro, meso and macro levels of the IT service ecosystem. This study contributes to research on well-being in the context of IT service by providing the wellbeing characteristics and conceptualisation in the IT service context, which has been barely investigated. This research is in progress.