Global ITSM Product Owner: AI & Automation

Michael Page Technology; England; Presencial; GBP 55.000 - 65.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Annual bonus (up to 10%)

Pension match (6%)

Health plan

Leave 25 days

Descripción de la vacante

Michael Page Technology is seeking a Global Product Owner to lead the evolution of a global IT Service Desk. You will own the ITSM platform, define the product roadmap, govern ITIL processes, and drive automation and AI initiatives across multiple regions.

You will manage outsourced partners, set SLAs, report on performance, and ensure exceptional user experience, service quality and operational excellence worldwide.

Formación

• 3+ years in IT Service Management or IT Service Desk.
• Hands-on ownership of an enterprise ITSM platform (Ivanti, ServiceNow, or equivalent).
• Proven ownership of IT support services across multiple locations, regions, or time zones.
• Experience governing core ITIL processes (Incident, Problem, Change, Configuration).
• Experience managing outsourced service providers with SLA governance.

Responsabilidades

• Act as Product Owner for the enterprise ITSM platform, defining its roadmap and governance.
• Govern core ITIL processes including Incident, Problem, Change, and Configuration Management.
• Manage outsourced service partners and hold them accountable for SLAs and performance targets.
• Drive automation, self-service, knowledge management, and AI-enabled support capabilities.
• Define service standards, escalation models, SLAs, and governance frameworks.
• Own the global Level 1 & Level 2 IT support service and ensure high performance and user satisfaction.
• Lead service reporting and analytics to identify trends and support decision-making.
• Ensure consistency and best practice across global support teams and technology functions.
• Partner with stakeholders to continuously enhance service quality and user experience.

Conocimientos

ITSM ownership

ITIL governance

Service management

Automation & AI in IT service

Global stakeholder management

Herramientas

Ivanti

ServiceNow

Descripción del empleo

Michael Page Technology is seeking a Global Product Owner to lead the evolution of a global IT Service Desk. You will own the ITSM platform, define the product roadmap, govern ITIL processes, and drive automation and AI initiatives across multiple regions.

You will manage outsourced partners, set SLAs, report on performance, and ensure exceptional user experience, service quality and operational excellence worldwide.