Global Product Owner - IT Service Management

Michael Page; Altrincham; On-site; GBP 55,000 - 65,000; Full time

Benefits offered by this job

Annual bonus

Pension match

Health plan

Leave entitlement

Travel opportunities

Job summary

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.

Responsibilities

• 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.

Skills

ITSM

ITIL governance

SLA governance

Multi-location support

Ivanti/ServiceNow

Tools

Ivanti

ServiceNow

Job description

We're seeking a Global Product Owner to lead the evolution of a global IT Service Desk, combining ownership of the ITSM platform with accountability for service performance, user experience, and operational excellence. You'll define the product roadmap, govern key ITIL processes, manage strategic service partners, and drive automation and AI initiatives that transform how IT support is delivered worldwide.

Client Details

Our client is a global engineering and manufacturing organisation undergoing an exciting technology transformation. Operating across multiple countries and supporting a diverse international workforce, they are investing heavily in technology, talent, and digital innovation to create a world-class IT function.

Description

Key Responsibilities

• 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.

Profile

Essential

• 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.

Desirable

• Experience defining and delivering ITSM platform roadmaps as a Product Owner.
• Experience within manufacturing, engineering, logistics, or other operationally critical environments.

Job Offer

• Salary between £55,000 to £65,000 depending on experience.
• Up to10% annual bonus.
• 6% pension match.
• Cash health plan.
• 25 days annual leave
• International travel opportunitiesPeople are at the heart of Michael Page. We are committed to creating an inclusive environment. As an inclusive recruiter we welcome applications from people of all backgrounds, identities and experiences. If you require any adjustments or accommodations during the recruitment process, we'll work with you to ensure you can perform at your best