Information Technology Service Management Consultant

Milestone Technologies, Inc.; Richardson (TX); Hybrid; USD 117,096 - 137,760; Full time

Benefits offered by this job

Comprehensive benefits

Potential for contract extension

Job summary

A strategic technology firm is seeking a Product Lead in Richardson, Texas. This hybrid role focuses on ITSM solutions, requiring candidates to have strong product management skills and experience with ServiceNow and AI workflows. The successful candidate will define product vision, manage roadmaps, and provide data-driven operational support to stakeholders. This position offers a competitive compensation range of $85.00 - $100.00 per hour, with potential for long-term engagement.

Qualifications

• 7+ years in IT product management or digital transformation roles.
• Proven track record of managing product roadmaps and backlogs.
• Financial acumen to track ROI and build funding cases.

Responsibilities

• Define the product vision and own the roadmap.
• Establish a data-driven backlog prioritization.
• Build executive relationships and manage stakeholder alignment.

Skills

Deep understanding of ITSM principles

Experience with ServiceNow

Strong Product Management background

Data-driven decision making

Exceptional communication skills

Education

ITIL 4 Foundation or higher

Tools

ServiceNow

Okta

Microsoft 365

Job description

This is a w2 project only. ITSM Solutions Engineer/Product Lead.

Please - NO C2C support needed at this time.

This is a hybrid role with an onsite requirement of 3x a week.

Candidates should be Technical Product Owners/Leads with a strong background supporting ITSM implementations and customization and should have experience with AI workflows – AI is what is driving this specific initiative.

Our client has purchased the ServiceNow-specific AI tool, so experience with that would be preferred…but again would consider other technologies.

There is a strong possibility of extension as these roles are the jumping-off point for a number of longer-term initiatives. 6 months + to begin with.

Exposure to Scrum methodologies as this role will be heavily relied on for not only product road mapping, business analysis/requirements for product implementation and customization but also provide necessary Scrum team support.

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Role Summary

We are seeking a Product Lead, you will define the vision, own the roadmap, drive value realization, and ensure every dollar invested delivers measurable business outcomes. You will operate as a startup founder within a Fortune 500 enterprise - with the resources of a global leader and the agility of a product team. This is strategic leadership with immediate impact. This is not a traditional management role - you will personally build dashboards, analyze data, create business cases, and execute change management campaigns as a founding team member proving value before scaling.

Key Responsibilities

• Product Strategy & Roadmap Ownership: Establish and operationalize the product operating model
• Define and own the L0-L2 innovation and automation roadmap aligned to our client’s 2026 transformation goals
• Prioritize the backlog using data-driven value frameworks: business impact, cost savings, user friction, automation potential, and strategic alignment
• Define and lead execution of an MVP that will lead to measurable ROI within 1 quarter
• Balance quick wins with long‑term strategic initiatives - manage the now, the next, and the future simultaneously
• Stakeholder Alignment & Business Advocacy: Serve as single point of accountability for Digital Workplace value delivery to IT leadership and business partners
• Build and maintain executive relationships
• Manage stakeholder alignment across IT, HR, Finance, and regional business units - you unify competing priorities
• Articulate the business value of technical investments with clarity and conviction
• Data‑Driven Decision Making & Value Realization: Own outcome metrics: ticket deflection rates, MTTR reduction, XLA scores, cost‑per‑transaction, and automation ROI
• Define and own value reporting to leadership - translating IT investments into business language (ROI, cost avoidance, productivity gains)
• Track and report value realization quarterly - demonstrating measurable improvements in cost, speed, and experience
• Use analytics to identify high‑impact opportunities: Where are users struggling? What can we prevent? What can we automate? What drives repeat incidents?
• Product Team Leadership & Agile Delivery: Build the product function from a two‑person founding team with the Digital Workplace Architect, personally executing tactical work while establishing the operating model that will scale as the team grows
• Facilitate Agile Service Delivery rituals: build user stories, backlog grooming, sprint planning, demos, retrospectives, and continuous improvement
• Empower your team with clarity of vision, autonomy in execution, and accountability for outcomes
• Navigate matrixed organization and build coalition with vendor partners to secure resource commitments and maintain delivery
• Remove blockers and create conditions for high performance
• Innovation & Change Leadership: Champion user‑centric design thinking - every solution starts with understanding the employee experience
• Drive adoption of Experience Level Agreements (XLAs) over traditional SLAs - shift the culture from compliance to outcomes
• Design and lead change management for new capabilities through a cohesive bottom up and top‑down strategies - ensuring users adopt self‑service, automation, and AI‑driven tools
• Foster a culture of experimentation - fail fast, learn faster, scale what works

Required Qualifications

• Deep understanding of ITSM principles (ITIL 4 Foundation or higher) and modern service delivery models
• Experience with digital workplace technologies: ServiceNow, Okta, Microsoft 365, automation platforms, DEX tools
• Strong Product Management background with experience in Agile Service Delivery and ability to articulate business value
• 7+ years in IT product management, service management, or digital transformation roles in enterprise environments
• Proven track record owning product roadmaps, managing backlogs, and delivering measurable business outcomes
• Data‑driven decision maker - you demand evidence, validate hypotheses, and let metrics guide strategy
• Proficient in data analysis tools and discipline
• Financial acumen - you build compelling funding cases, track ROI, and speak the language of CFOs
• You are a natural storyteller - you turn data into narratives that inspire action
• Exceptional communicator and influencer - you can rally executives, inspire teams, and negotiate with vendors
• Strategic thinker with tactical execution skills - you balance vision with velocity
• Change management practitioner – you’ve personally executed adoption campaigns, not just overseen them
• Comfortable leading through influence in matrixed organizations - you build coalitions and drive consensus
• Preferred Qualifications: You have led IT product transformations that delivered 20%+ improvement in key metrics (cost, speed, satisfaction)
• You have owned P&L or budget responsibility for multi‑million‑dollar IT portfolios
• You have implemented experience‑based metrics (XLAs, NPS, DEX scores) and shifted organizational culture from activity to outcomes
• You have managed M&A integration roadmaps - accelerating time‑to‑value for acquired entities
• You have product management certifications (Pragmatic Marketing, SAFe Product Owner, Certified Scrum Product Owner)
• You have led AI/automation initiatives with documented ROI - you know how to prove value, not just promise it
• How Success is Measured: First 30 Days: Define MVP scope for delivery during program’s first quarter, align stakeholders on success criteria, and establish governance cadence
• First 60 Days: Deliver prioritized roadmap with verifiable value cases for top 10 automation opportunities
• First 90 Days: M&A Onboarding Playbook and intelligent automation roadmap
• First 120 Days: Launch first set of high‑impact automation with measurable outcomes (deflection, cost savings, experience improvement) demonstrating shift left from Level 1 to Level 0 (self‑service); Level 1 to Level N (preventative)
• First Year: Deliver 10+ automations, achieve 15-20% ticket reduction, improve XLA scores by 20%, demonstrate 00K+ value realization, gain executive sponsorship for expanded scope

The estimated pay range for this position is USD $85.00Hr - USD $100.00/Hr. Exact compensation and offers of employment are dependent on job‑related knowledge, skills, experience, licenses or certifications, and location. We also offer comprehensive benefits. The Talent Acquisition Partner can share more details about compensation or benefits for the role during the interview process.