Global Product Owner - IT Service Management

We're seeking a Global Product Owner to lead the evolution of a global IT Service Desk, combining ownership of the ITSM platform with accountability for service performance, user experience, and operational excellence. You'll define the product roadmap, govern key ITIL processes, manage strategic service partners, and drive automation and AI initiatives that transform how IT support is delivered worldwide.

Client Details

Our client is a global engineering and manufacturing organisation undergoing an exciting technology transformation. Operating across multiple countries and supporting a diverse international workforce, they are investing heavily in technology, talent, and digital innovation to create a world-class IT function.

Description

• Act as Product Owner for the enterprise ITSM platform, defining its roadmap, governance, and ongoing development.
• Govern core ITIL processes including Incident, Request, Problem, Change, and Configuration Management.
• Manage and challenge outsourced service partners, holding them accountable for agreed service levels and performance targets.
• Drive service improvement initiatives through automation, self-service, knowledge management, and AI-enabled support capabilities.
• Define and maintain service standards, escalation models, SLAs, and operational governance frameworks.
• Own the global Level 1 & Level 2 IT support service, ensuring high levels of service performance and user satisfaction.
• Lead service reporting and performance analytics, using data to identify trends, improve outcomes, and support decision-making.
• Ensure consistency, standardisation, and best practice across global support teams and technology functions.
• Partner with stakeholders across the business to continuously enhance service quality, efficiency, and user experience.

Profile

• 3+ years' experience in IT Service Management or IT Service Desk.
• Hands-on ownership of an enterprise ITSM platform (Ivanti, ServiceNow, or equivalent).
• Proven ownership of IT support services across multiple locations, regions, or time zones.
• Experience governing core ITIL processes, including Incident, Problem, Change, and Configuration Management.
• Experience managing outsourced or managed service providers, including SLA governance and service reviews.

Job Offer

• Salary between £55,000 to £65,000 depending on experience.
• Up to 10% annual bonus.
• 6% pension match.
• Cash health plan.
• 25 days annual leave
• International travel opportunities