Lead IT Service Management Product Owner

$140,000 - $165,000/Yr

Aquent - Chicago, IL

Full-time

Chicago, IL

Administrative and Support Services

About the position

The Lead IT Service Management Product Owner will play a crucial role in leading the architecture and oversight of a technical team focused on IT Service Management (ITSM) and IT Operations Management (ITOM) for a global commercial vehicle client. This position is pivotal in driving the digital transformation journey within the commercial vehicle industry, which is undergoing significant changes. The role involves fostering collaboration, optimizing service delivery, and implementing best practices in ITSM and ITOM processes.

Responsibilities

• Execute and support an IT strategy to drive adoption of ITSM and ITOM best practices.
• Foster continuous service delivery optimization and improvement.
• Build enduring relationships to promote collaboration and knowledge exchange.
• Develop and manage a roadmap for organizational excellence in ITSM services, procedures, and tools.
• Champion the benefits of ITSM and ITOM processes, including Incident, Problem, Change, Request, Enterprise Monitoring, and CMDB.
• Build, publish, and drive the utilization of the service catalog from the IT Self-Service Portal.
• Implement business process automation across the IT organization.
• Oversee processes to ensure Service Level Agreements (SLAs) are published and met by IT teams.
• Develop performance measures and consistently report metrics to process stakeholders at all levels.
• Provide technical and thought leadership for integrations and development of ITSM tools while promoting best practices.
• Mentor service and process managers on ITSM concepts.

Requirements

• Bachelor's degree with at least 8 years of software engineering experience, including 1 year in a lead role.
• Master's degree with at least 6 years of software engineering experience, including 1 year in a lead role.
• At least 10 years of software engineering experience, including 1 year in a lead role.
• Must be legally authorized to work in the United States on an unrestricted basis.

Nice-to-haves

• Proven experience in ITSM.
• Extensive experience with ServiceNow™ and SolarWinds.
• Experience with ServiceNow CMDB and the CSDM framework.
• In-depth knowledge of IT Service Management (ITIL) frameworks.
• Fundamental understanding of key technologies relevant to ServiceNow implementations, including SSO, SAML, Web Services, LDAP, REST, JavaScript.
• Ability to influence and consult on pros, cons, and risks.
• Provide thought leadership in solving business processes and technical problems.
• Analyze data findings to develop actionable recommendations.
• Excellent communication skills to explain complex practices in clear and simple terms.
• Experience in leading process improvement and organizational change initiatives.
• Expertise in customer service and contact center services, performance, and new generation capabilities.
• Strong presentation, time management, and collaboration skills.
• Ability to work independently with minimal direction.
• Collaborate effectively with individuals from diverse cultural backgrounds.