Technical Product Owner - IT Service Management (f/m)

Job description

We are expanding our team and looking for a Technical Product Owner - IT Service Management.

As Technical Product Owner - Security Services, you will be our key interface between our Engineers in the production teams, the management team, business users and external auditors regarding security and compliance subjects. As part of our team you will encourage our production to become continuously better and adhere to security & compliance policies/guidelines. And you will negotiate security and compliance requirements with auditors in the best interest of the company.

Position Overview

  • Working as part of the IT Services team, the TPO - IT Service Management role is to ensure IT service excellence is delivered to our business. The TPO - ITSM would be expected to be an advocate and involved in all aspects of the ITIL discipline with adoption of Agile methodology, including process definition & training of selected personnel.
  • The successful candidate would be expected to demonstrate strong process adherence, a commitment to process optimization and show an ability to deal with ambiguity in high pressure situations.
  • In the event of an outage, the TPO - ITSM would coordinate the restoration of critical services as quickly as possible with minimal business disruption while maintaining open channels of communication.
  • As this role has responsibility for the restoration of global IT systems, some non-standard working hours should be expected on occasion. 
  • Risk management and audit adherence will feature heavily in this role and the candidate would be expected to identify, highlight and manage risk resolution and mitigation activities as appropriate. To support this and enable decision making, the individual would be required to create and present service metrics and other management information to highlight areas of importance and the current status of IT environment.
  • To be successful within the role, the individual will be required to manage and work in close collaboration with several third party vendors to achieve service excellence. This will require the individual to ensure consistent process across vendors, SLA compliance and to undertake service escalations as appropriate. Service manager will need to embrace SIAM way of working as this will feature strongly in future deliveries. 
  • As part of the role, the TPO will be expected to support other members of IT (i.e. Service Request Management, Incident Management, Service Integration, Change, Capacity and Problem Management) and be able to respond to their escalations; therefore, a flexible approach to working is most definitely required. 
  • In partnership with global counterparts, own and maintain standardization of several ITIL processes - Incident, Change, Problem, SRM, etc. 
  • Become an advocate for Continual Service Improvement (CSI) and evolve the service to enhance IT service excellence 
  • Design and produce Management Information, including dashboards, KPI reports and service performance metrics, to illustrate service performance and support senior decision making.
  • Involvement with Asset Management (Hardware and Software)
  • Requirements

    Your Background:

    • Strong knowledge of ITIL and Service Management methodologies
    • Strong communication skills (both written and verbal)
    • Experience of ITSM toolsets
    • Service integration experience including Service Design exposure (process designs)
    • Technical experience of one or more operational monitoring toolsets, preferably gained via implementation   
    • Have a demonstrable track record of working within an IT support environment working experience of performing an operational management role
    • Good understanding of cutting edge industry best practice regarding technology and security/compliance.   
    • Educated at least to degree level.
    • Agile Mindset: Embrace Change, Proactive Attitude, Deliver Customer Value, Be Well-Ordered in Complex Situations, Effective Communication.