GTM Product Owner - Integrated Business Aligned Ops

HCLTech; Dadri; On-site; INR 3,000,000 - 6,000,000; Full time

Job summary

HCLTech is seeking a Product Owner for Integrated Business Aligned Ops to lead end-to-end delivery across Apps, Infra, and BPO within a unified operating model. The role focuses on credible executive storytelling and customer-facing governance across towers.

The candidate will drive zero-ticket intake, define outcome-based commercial constructs, and steer AI-native delivery strategies with humans-on-exceptions as the model evolves.

Qualifications

• Delivery leadership across multi-tower managed services and transitions.
• Integrated operations across apps, infra, and business-process ops.
• Outcome-based service models with SLAs, XLAs, and service credits.
• SIAM/ITIL 4 framework with ServiceNow as run substrate.
• Commercial and deal shaping for outcomes-based engagements.
• Executive communication and C-level storytelling.
• AI-native delivery concepts and HITL approaches.
• Agentic operating model with humans-on-exceptions.

Responsibilities

• Own the integrated-ops proposition end to end across towers.
• Define outcome-based commercial constructs with SLA/XLA.
• Engage clients and exec forums as voice of integrated ops.
• Chair cross-proposition dependencies with SAPOps, MSD Ops, Workplace, Security.
• Steer the ZeroTicket intake with spine team and auto-resolution.
• Articulate AI-native delivery model and governance.

Skills

Delivery leadership

Integrated operations

Outcome-based services

SIAM & ITIL 4

Commercial & deal shaping

Executive communication

AI-native operations

Agentic operating model

Job description

Role: Product Owner - Integrated Business Aligned Ops

Location: Noida / Chennai

Role Purpose

A seasoned delivery leader who has run integrated operations — Apps, Infra and business-process ops as one estate — with deep command of outcome-based services. Owns BITO's (Business-aligned ITOps) integrated-ops proposition end to end. AI-native and agentic delivery are the direction of travel: requirements the person must speak credibly, layered on the delivery core.

Key Responsibilities

• Own the integrated-ops proposition end to end — one operating model spanning AppOps, infra NOC/event and business-process operations, sold as priced outcomes rather than tower-by-tower SOWs.
• Define and defend outcome-based commercial constructs — priced commitments, SLA/XLA and service credits, resource-unit and unit-cost models — with the Service Management & Outcome Definition seat.
• Front clients and executive forums as the voice of integrated ops — transition and transformation narrative, governance cadence and delivery assurance across towers.
• Chair cross-proposition dependencies with SAPOps, MSD Ops, Workplace, Security and the spine so integrated ops lands as one coherent estate story.
• Steer the ZeroTicket intake plane with the spine team — converged desk + NOC + AppOps, auto-resolution first, humans on exceptions.
• Carry the AI-native/agentic story credibly — where agents run, where human checkpoints sit — as the delivery model evolves.

Hard Skills

• Delivery leadership at scale — 12+ yrs leading multi-tower managed-services delivery and transitions — P&L ownership, client governance cadence, delivery assurance across Apps, Infra and BPO.
• Integrated operations depth — how application AMS (L1–L3), infrastructure NOC/event and business-process operations run as one estate — cross-tower escalation, shift-left and containment design.
• Outcome-based services mastery — priced commitments, SLA/XLA and service-credit mechanics, resource-unit (RU)/FUE and unit-cost/business-case modelling, gainshare and at-risk constructs.
• Service management & SIAM — ITIL 4 (Managing Professional-calibre practice), SIAM multi-supplier operating models, ISO/IEC 20000; ServiceNow ESM as the run substrate.
• Commercial & deal shaping — solutioning outcome-based deals, transition/transformation business cases and renewal economics with sales and pricing teams.
• Executive communication — C-level storytelling of integrated operations, governance chairing and delivery-assurance narratives clients trust.
• AI-native operations awareness (emerging) — ZeroTicket/signal-first concepts and AIOps (event correlation, self-healing) as delivery levers — conversant, not hands-on.
• Agentic operating model awareness (emerging) — agent-run processes with humans-on-exceptions, HITL checkpoint and kill-switch concepts, attribution of agent-delivered outcomes.