Job SummaryWe are seeking a strategic and execution-focused Product Owner to manage and mature an IT Service Management (ITSM) program.
The ideal candidate will possess a deep understanding of customer needs and stakeholder objectives, translating them into actionable epics, features, and user stories. They will steward product roadmaps, ensure architectural alignment, and oversee vendor engagement and performance.
We are seeking individuals with demonstrated leadership experience at the Manager or Director level.
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.
- Act as the voice of the customer, translating feedback and market insights into clear, actionable backlog items.
- 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.
- Informally lead and influence across multiple products or domains; may oversee a portfolio.
- 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.
Salary Band: 7B
This selected candidate will be expected to work hybrid in Indianapolis, IN. The candidate will also be expected to physically return to the office in CA, IN or ME as business needs dictate or for team building and collaboration.
We offer a comprehensive total rewards package designed to support you both at work and at home. Full-time and part-time associates working 30 or more hours per week are generally eligible for benefits, including but not limited to:
- Medical & prescription, dental, vision insurance
- Health Savings Account & Flexible Spending Accounts
- Paid Time Off
- 10 weeks 100% paid parental leave (after completing 12 months of employment)
- 401(k) Plan with company match
- Pension Plan
- Company paid life & disability insurance
- Wellness Program & Company paid employee assistance program
- Clinic access subject to location* (*Indianapolis, Charlotte, Cincinnati)
