IT Product Owner - Intelligent Service Management

About the role

What you'll do

• Operational:
• Understand customer/end-user needs and translate requirements and strategies to meaningful demands and use cases for product development.
• Define and optimize product strategy and roadmap
• Ensuring non-functional requirements, security, and regulatory compliance of the product according to the rules, guidelines, governance, and applicable processes.
• Set and achieve the Product OKRs and ensure that the Product delivers the expected business value.
• Manage stakeholders and dependencies across organizations.
• Accountable for financial planning, forecasting, budget requests and actuals.
• Alignment with delivery Leads for competence requests and providing forecast.
• Ensures that both a long term (strategy) and short term (backlog) perspective is included in the product development.
• Guide the product team in sprint planning, prioritization and sequencing of user stories.
• Ensure that the Product adheres to the required approvals for Product design and development according to the rules, guidelines, governance, and processes applicable.
• E2E-accountability for product delivery, including operational responsibility, through the product lifecycle.

What you'll bring

• Demonstrated ability to challenge traditional ITSM approaches and define future-state service management operating models that leverage AI, automation, predictive capabilities, and digital employee experience principles.
• Proven track record of driving platform modernization and transformation initiatives, balancing innovation with operational stability and business value realization.
• Proven experience as a Product Owner or similar role in IT product management, preferably in Service Management, or asset management sectors.
• Experience identifying and implementing AI, Generative AI, Agentic AI, virtual agents, predictive analytics, and intelligent automation use cases within enterprise service management environments.
• Understanding of responsible AI principles, including data quality, governance, adoption measurement, risk management, and performance monitoring.
• Strong understanding of employee and customer experience management principles, including service adoption, user journey mapping, service health metrics, and experience-centric design.
• Ability to translate business challenges into scalable digital workflows and self-service capabilities that improve productivity and service satisfaction.
• Strong analytical mindset with the ability to leverage platform telemetry, operational metrics, and business insights to drive product decisions and continuous improvement.
• Experience defining and tracking product KPIs, value realization metrics, and business outcomes.
• Experience influencing senior stakeholders and driving alignment across IT, Security, Enterprise Architecture, Sourcing, and business leadership teams.
• Ability to build and execute a long-term product strategy while balancing short-term operational priorities and enterprise objectives.
• Strong background in managing the product lifecycle from inception to delivery.