ITSM Product Owner

Your responsibilities

ITIL Process Leadership:

• Own and continuously improve the ITIL processes across the organization, including Incident Management, Request Fulfillment, Problem Management, Change Management, Knowledge Management, and Configuration Management (CMDB).
• Provide guidance and mentorship to process owners and process managers to ensure best practices and compliance across the service lifecycle.
• Establish governance frameworks, KPIs, and performance monitoring to ensure process efficiency and value delivery.
  
  
  

ServiceNow Governance & Development:

• Act as the internal product owner and functional lead for the ServiceNow platform.
• Ensure the tool supports the organization's operational needs by driving functional development, configuration, and enhancement roadmaps in collaboration with internal teams and vendors.
• Validate new features, customizations, and integrations to align with ITSM best practices.
  
  
  

Vendor & Service Provider Management:

• Collaborate with external IT service providers to ensure the agreed service levels and continuous improvement objectives are met.
• Manage relationships with vendors delivering IT services, contributing to contract negotiation, performance reviews, and escalation handling.
• Align service delivery models between internal teams and external partners to optimize service continuity and value.
  
  
  

Strategic and Operational Support:

• Support IT leadership in defining ITSM strategies, policies, and standards.
• Champion a service-oriented mindset within IT and across the business.
• Promote user satisfaction by continuously analyzing feedback and service performance, leading initiatives for improvement.
  
  
  

Your profile

Education & Certification:

• Bachelor’s or Master’s degree in Information Technology, Computer Science, or related field.
• ITIL v4 Certification (at a minimum; Managing Professional or Strategic Leader modules are a plus).
• ServiceNow certifications (e.g., CSA, CIS-ITSM)
  
  
  

Experience:

• Minimum 5+ years of experience in IT Service Management roles with increasing responsibility.
• Proven experience in designing, implementing, and improving ITIL processes in complex enterprise environments.
• Experience working with ServiceNow configuration, process mapping, customization, and governance.
• Experience collaborating with external vendors and managed service providers, with proven success in relationship management and service governance.
  
  
  

Skills:

• Strong leadership and influencing skills; capable of working across technical and business teams.
• Analytical and structured approach to problem-solving.
• Excellent communication skills (verbal and written), including the ability to articulate complex technical concepts to non-technical audiences.
• Understanding of enterprise IT landscapes, service operations, and business-IT alignment.
  
  
  

Your benefits

• Attractive working conditions and social benefits: work in a big, international high-tech company, induction by a team of experienced professionals, sports cards (MultiSport & CityFit), MyBenefit platform, private medical care, life insurance, co-financing of glasses.
• Talent and development programs aimed at developing technical and soft skills: transparent career paths, training programs, access to training platforms, training budget, foreign languages classes.
• Open door culture - work in international environment, friendly working atmosphere: flexible working hours, possibility of remote work, tk Volunteer team, Sports Team, sports activities funded by company, relocation package (loaction: Gdańsk)
  
  
  

Company

Joining thyssenkrupp IT Competence Center, you will become a part of a team of dedicated professionals, who support and develop Global IT Applications and thyssenkrupp infrastructure worldwide. We promise to create an environment where each employee feels valued and our teams are driven by the group spirit. You will be equipped with all necessary tools, which will help you develop your full professional potential. You will be able to balance your private and professional life, staying in close contact with what really matters to you.

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