Sr Product Owner

Key Responsibilities:
1. Define and Prioritize Product Backlog: Create and maintain the product backlog for Service Center operations, ensuring it is prioritized based on business value and stakeholder needs.
2. Stakeholder Management: Act as the primary liaison between stakeholders and the Service Center team, ensuring that stakeholder requirements are understood and incorporated into the service delivery process.
3. Vision and Strategy: Collaborate on development of and communicate the vision and strategy for the Service Center, aligning it with overall business goals and objectives.
4. Service Improvement: Identify opportunities for continuous improvement in Service Center operations and implement changes to enhance service quality and efficiency.
5. User Story Development: Write and refine user stories related to IT service management, ensuring they are clear, concise, and actionable for the Service Center team.
6. Sprint Planning and Review: Participate in sprint planning and review meetings, providing guidance and feedback to the Service Center team to ensure that services are evolving in the right direction.
7. Performance Monitoring: Monitor the performance of Service Center operations, using metrics and feedback to make data-driven decisions for continuous improvement.
8. Collaboration with the Team: Work closely with the Service Center team to ensure that services are being delivered according to the defined requirements and timelines.
9. Risk Management: Identify and mitigate risks that could impact the successful delivery of Technology services.

Required Qualifications:
1. Educational Background: Bachelor's degree in business administration, computer science, information technology, or a related field. A

• master's degree or relevant certifications (such as ITIL, Certified Scrum Product Owner, SAFe Framework) can be advantageous.
  2. Experience: Several years of experience in IT service management, product management, project management, or a related role.
• Experience in managing Service Center operations or similar initiatives is highly desirable.
  3. Technical Knowledge: Strong understanding of IT service management frameworks (such as ITIL), software development lifecycle, and agile methodologies.
• Familiarity with tools and platforms like ServiceNow, ServiceNow SAFe module, and Genesys Cloud is highly desirable.
  4. Analytical Skills: Ability to analyze data, identify trends, and make data-driven decisions.
• Strong problem-solving skills are necessary to address any issues that arise during service delivery.
  5. Communication Skills: Excellent verbal and written communication skills to effectively collaborate with stakeholders, Technology teams, and other departments.
• Ability to convey complex ideas in a clear and concise manner.
  6. Leadership and Collaboration: Strong leadership skills to guide and motivate the Service Center team.
• Ability to work collaboratively with cross-functional teams and manage stakeholder expectations.
  7. Customer Focus: Deep understanding of customer needs and ability to translate those needs into actionable service requirements.
• Commitment to delivering high-quality Technology services that meet or exceed customer expectations.
  8. Adaptability: Ability to adapt to changing priorities and work in a fast-paced environment.
• Problem-solving mindset and ability to work independently