Lead IT Service Management Product Owner

Overview

Location: Outside Chicago

Salary: Base $140-165K

Position Overview

Are you ready to be a trailblazer in IT Service Management and Operations? We are seeking a dynamic Lead IT Service Management ServiceNow Product Owner to spearhead our global commercial vehicle client’s Digital Transformation Journey.

In this pivotal role, you’ll lead the architecture and oversight of a technical team dedicated to the daily support and administration of IT Service Management (ITSM) and IT Operations Management (ITOM). As the commercial vehicle industry undergoes its most significant transformation in a century, we are at the forefront, driving change and innovation. We are on a mission to redefine transportation with bold digital transformation, ushering in a new era of comprehensive and sustainable transport solutions.

We are not just building trucks – we’re forging the future of mobility. As a global industry pioneer, we are assembling a team of makers, problem solvers, and future world builders. Together, we are not just imagining a better world – we’re shaping it, one innovative solution at a time.

Be a part of the journey towards a brighter, more connected tomorrow.

The Client: We are representing a leading company in the commercial vehicle industry, renowned for its innovative approach to manufacturing. This industry pioneer is dedicated to redefining transportation through a bold digital transformation, focusing on delivering comprehensive and sustainable transport solutions. As a global leader, this company is at the forefront of technological advancements, striving to build a brighter, more connected future for mobility.

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.

Minimum 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.

Additional Requirements

• Must be legally authorized to work in the United States on an unrestricted basis (US Citizen, Legal Permanent Resident, Refugee, or Asylee). Employment sponsorship is not available.

Desired Skills

• 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.

Embrace this opportunity to shape the future of IT Service Management and Operations. Apply now and be part of our transformative journey!
#appcast