Service Management Chapter Lead - Remote working

Service Management Chapter Lead - Remote

Our client is looking for an experienced Chapter Lead/Product Manager to lead a team of Service Owners driving 22 squads delivering over 60 IT services. Unlike traditional product management roles, this position also focuses on service delivery management and communication, ensuring that our services meet both operational needs and strategic business goals, while being promoted to end users to ensure large adoption.

As a Product Manager, you will oversee the life cycle of these services from inception to delivery, ensuring they perfectly align with user expectations, customer & regulatory requirements, and performance metrics. You will work closely with cross-functional teams, including architects, operations, and business stakeholders, to support them in understanding business needs, define and prioritize work in accordance with the SAFe methodology.

Key Responsibilities:

• Service Lifecycle Management: Manages the end-to-end life cycle of services delivered within the organisation, ensuring Service Owners and their services are aligned with customer needs and business objectives.
• Roadmap and Vision: Develop and communicate a clear service roadmap that outlines priorities for value generation, ensuring alignment with long-term organizational goals.
• Service Definition and Features: Define with Service Owners the service offerings, features, and SLAs (Service Level Agreements) for services, ensuring clear expectations for operational teams and clients.
• Cross-Functional Collaboration: Collaborate with architects, engineers, DevOps, and operations teams to ensure seamless delivery of services, balancing technical feasibility with customer requirements.
• Stakeholder Management: Serve as the primary interface between the Service Owners, senior management, and external stakeholders to communicate progress, challenges, and key decisions regarding services.
• Customer Feedback and Iteration: Gather feedback from end-users and stakeholders to continuously improve service quality, scalability, and performance, ensuring services meet evolving needs.
• Data-Driven Decision Making: Utilize data and KPIs to guide prioritization decisions, focusing on service performance, user satisfaction, and business value.
• Compliance and Risk Management: Ensure services comply with security, legal, and regulatory requirements, working closely with the legal and security teams.

Required Skills & Experience:

• 5+ years of experience in product management, preferably with a focus on service delivery rather than traditional product management.
• Strong ability to drive a team, and impulse end user customer focused orientation.
• Good understanding of cloud technologies (AWS, Azure, GCP) and experience in cloud service delivery and management.
• Good understanding of DevSecOps principles.
• Proven experience in working within the SAFe (Scaled Agile Framework) environment (SAFe Product Manager/Owner certification is a plus).
• Demonstrated ability to translate customer needs and business objectives into clear service requirements and priorities.
• Experience in managing service-level agreements (SLAs) and ensuring service delivery excellence.
• Excellent communication and interpersonal skills, with the ability to lead meetings and collaborate across technical and non-technical teams. Marketing approach is a plus.
• Strong organizational skills, with a focus on delivering high-quality services on time and within scope.
• Experience with budgeting, forecasting, and financial oversight for service-related projects.

Preferred Qualifications:

• SAFe certification (SAFe Product Manager/Owner or similar).
• Familiarity with ITIL service management practices or certifications.
• Proven track record of stakeholder management in complex, multi-vendor environments.
• Data-driven mindset with experience using analytics to optimize service delivery.
• Good technical knowledge and skills across IT infrastructure domains, such as network, storage, compute, security, and automation.

Requirements:

• EU citizenship.
• Fluency in English (written and spoken) is required; proficiency in any other European language is a plus.

Important remarks:

• This person must be a Leader.
• The person must have a proof experience of leading a team of Service Owners/Project Managers. He/She will need to lead the user journey and customer satisfaction. Change the mindset of our current Service Owners to be more user oriented.
• Strong communication skills (key counterpart toward DIGIT and end users).
• Resilient: able to absorb criticism as feedback to convert into positive actions.
• Market oriented > able to 'sell' DIGIT services to end users.
• Translate Business needs into technical actions (not necessarily to be a strong technical profile).
• Experience drive Product Roadmaps; Strong Agile mindset and experience (SAFE is not a must as certification but it helps if the person is already familiar)

Please send your CV or call Yasin to discuss further.
We are an equal opportunities employment agency and welcome applications from all suitably qualified persons regardless of race, sex, disability, religion/belief, sexual orientation, or age.

We champion differences in technology recruitment and work with clients who actively wish to diversify their talent force - ALL applicants are welcome to apply.