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 DetailsOur 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.DescriptionKey ResponsibilitiesAct 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 and Level 2 IT support service, ensuring high levels of service performance and user satisfaction.Lead service reporting and performance ..... full job details .....