Global ITSM Product Owner — AI & Automation Leader

Michael Page; Altrincham; Sur place; GBP 55 000 - 65 000; Plein temps

Avantages offerts par ce poste

Annual bonus

Pension match

Health plan

Leave entitlement

Travel opportunities

Résumé du poste

Michael Page is seeking a Global Product Owner to lead the evolution of a worldwide IT Service Desk, owning the ITSM platform and driving performance, user experience, and operational excellence across regions.

You will define the product roadmap, govern ITIL processes, manage strategic service partners, and push automation and AI-enabled support to transform IT help across the globe.

Qualifications

• 5+ years' experience in IT Service Management or IT Operations.
• 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, including Incident, Problem, Change, and Configuration Management.
• Experience managing outsourced or managed service providers, including SLA governance and service reviews.

Responsabilités

• Act as Product Owner for the enterprise ITSM platform, defining its roadmap, governance, and ongoing development.
• Govern core ITIL processes including Incident, Request, Problem, Change, and Configuration Management.
• Manage and challenge outsourced service partners, holding them accountable for agreed service levels and performance targets.
• Drive service improvement initiatives through automation, self-service, knowledge management, and AI-enabled support capabilities.
• Define and maintain service standards, escalation models, SLAs, and operational governance frameworks.
• Own the global Level 1 & Level 2 IT support service, ensuring high levels of service performance and user satisfaction.
• Lead service reporting and performance analytics, using data to identify trends, improve outcomes, and support decision-making.
• Ensure consistency, standardisation, and best practice across global support teams and technology functions.
• Partner with stakeholders across the business to continuously enhance service quality, efficiency, and user experience.

Connaissances

ITSM

ITIL governance

SLA governance

Multi-location support

Ivanti/ServiceNow

Outils

Ivanti

ServiceNow

Description du poste

Michael Page is seeking a Global Product Owner to lead the evolution of a worldwide IT Service Desk, owning the ITSM platform and driving performance, user experience, and operational excellence across regions.

You will define the product roadmap, govern ITIL processes, manage strategic service partners, and push automation and AI-enabled support to transform IT help across the globe.