Service Management Product Owner
Arrow Business Communications, United Kingdom
Job Description
Job Title: Service Management Product Owner
Location: Worcester or Liverpool (Hybrid)
Salary: up to 65,000
Contract type: Permanent
About the role
We have a newly created role for a Service Management Product Owner to join us in either our Worcester or Liverpool office on a hybrid basis.
This position is accountable for the governance and management of the Service platform and processes defined and in use across Arrow Business Communications ensuring that our ServiceNow platform remains fit for use and fit for purpose.
The Service Management Product Owner will assume the role of Service owner, initially for the ServiceNow platform, ensuring that the platform and use thereof aligns with the Arrow IT Service Management policy and process, and that requirements for enhancement are identified, rationalized, progress and delivered
For this role you will need a detailed understanding of Service Management disciplines and associated toolsets with a focus on maturing and streamlining IT Service Management processes using ServiceNow.
You will be required to build strong and effective relationships with, business leaders throughout the organisation, managing any demand that arises as a result., formulating requirements into user stories, and taking responsibility for delivery of Change activity
You will work with our key 3rd party supplier managing and maintaining strong relationships, ensuring a close and active working relationship with peers whilst managing the conflicting demands of a range of stakeholders.
What you’ll do
- Be operationally responsible for the Arrow Business Communications ServiceNow platform, including service availability, governance and continual service improvement ensuring we get the very best our of our investment.
- Ensure Arrow Internal platforms are utilised in line with Arrow IT Service Management policy and process ensuring user communication and education is delivered to facilitate this
- Collate, prioritise and progress business requirements for the ongoing developments of internal platforms, which includes managing the Agile delivery process associated to these changes
- Working with our key provider, provide product information, including platform capabilities, modules and integrations.
- Provide support and guidance to all platform users (where applicable)
- To be accountable for ensuring Internal platforms and services remain responsive to customer needs
- Be accountable for ensuring the service catalogue and wider IT service operations knowledge library is maintained
- Provide adequate reporting and ensure service standards are met for their specific service
- Ensure all platform change is communicated and managed, with appropriate governance
- Develop and maintain the underlying common services data model (CSDM) and CMDB
- The ability to select appropriately from applicable standards, methods, tools and applications
Requirements
What we are looking for?
Essential
- A strong background in Service Management (Ideally 5 years)
- Experience of using Service Now
- Great stakeholder management skills
- The ability to present complex information to both technical and non-technical audiences.
- The ability to plan, schedule and monitor work to meet time and quality targets.
- Maintain an awareness of developing technologies and their application and take responsibility for driving your own development.
Desirable
- ITIL qualified
- Experience of working within Agile delivery frameworks
- Experience of collaborating with 3rd parties.
Benefits
Who are we?
Arrow has 25 years’ experience in Collaboration, Connectivity, Cloud and Infrastructure and Cyber Security services both in the UK and Internationally and has a nationwide presence with offices across the UK.
As one of the UK’s leading independent IT and communication experts our mission is to deliver a seamless technology experience to all end users. To make that vision a reality, we need bright, tenacious and inspiring talent to help drive our performance, growth and achieve this mission.
To make us successful we focus on strong communication, a culture based on fun, trust and collaboration. We have created a modern workplace environment, which is full of engaged, energetic, positive and curious people whose productivity, resilience and wellbeing allow them to thrive.
In 2021 we were awarded the People Insight’s Outstanding Workplace Award, which celebrates organisations building positive workplace cultures and acting on employee feedba