Product Owner Director - ITSM

Key Responsibilities

• Manage and mature existing ITSM program.
• Provide product owner leadership over ITIL disciplines (e.g. Incident, Problem, Change).
• Manage a Managed Service Providers (MSP) delivery to the contractual obligations to provide day-to-day delivery of the process and policies for ITSM.
• Drive opportunities for continued modernization and enhancement of processes for all areas of the ITSM product line.
• Represents business and customer needs with clarity and depth, bridge strategic objectives with team-level execution through well-defined priorities.
• Communicates and makes decisions and changes with clarity, ensuring transparency throughout delivery cycles.
• Collaborate with the Team-of-Teams Lead to align on execution priorities and proactively remove delivery blockers.
• Continuously assess team outputs against requirements and acceptance criteria to ensure customer satisfaction.
• Monitor product health, balancing short-term delivery with long-term sustainability and cost-effectiveness.
• Operate with full ownership and accountability, setting standards and frameworks.
• Influence executive stakeholders and contribute to enterprise-level product strategy.
• Navigate ambiguity, competing priorities, and complex organizational dynamics.

Required Education & Experience

• Bachelor’s Degree in a relevant field.
• Extensive experience managing and maturing an ITSM program.
• Extensive experience organizing and running ITIL disciplines with the focus to improve stability and prevent repetitive environment issues.
• Experience managing MSP delivery to contractual obligations.
• 5+ years of experience as a Product Owner in Agile/Scrum environments.

Preferred Skills

• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Experience with product lifecycle management and agile tools.
• Proven ability to manage vendor relationships and platform strategies.
• Familiarity with architectural patterns and data integration strategies.