Senior Technical Manager, ITSM Platforms Product Owner

The Job

You will:

• Vision & Strategy Development: Collaborate with the line manager and other stakeholders to articulate a clear vision for IT Service Management (ITSM). This vision should integrate observability and Site Reliability Engineering (SRE) principles to enhance service delivery and operational efficiency
• Platform Ownership: Oversee the configuration and optimisation of ITSM platforms to ensure they meet user needs, remain user-friendly, and align with current business objectives
• Roadmap Creation: Develop and maintain a strategic roadmap for ITSM initiatives, focusing on maturity uplift and stakeholder alignment
• Stakeholder Collaboration: Engage with IT teams and stakeholders to gather requirements and ensure business alignment
• Process Optimisation: Analyse current ITSM processes and identify opportunities for improvement, leveraging observability and AIOps to enhance incident response and service reliability
• Performance Metrics: Establish key performance indicators (KPIs) to measure the effectiveness of ITSM initiatives, regularly reviewing performance and driving continuous improvement
• Tool Integration: Evaluate and recommend tools that support ITSM processes, ensuring seamless integration with existing systems and workflows
• Cultural Advocacy: Promote a culture of collaboration, learning, and innovation within ITSM teams, fostering engagement in best practices and continuous improvement initiatives
• Training & Development: Identify skill gaps and facilitate training programs to enhance team capabilities in ITSM, observability, AIOps, and SRE practices
• Continuous Improvement: Champion initiatives for ongoing enhancement of ITSM maturity, utilising feedback, data, and industry best practices to refine processes and drive excellence

About You

You should have:

• Bachelor’s degree in Computer Science, Information Technology, or a related field; a Master’s degree is preferred
• At least 15 years of work experience in the IT industry with 7+ years of experience in IT Service Management or observability solutions across distributed systems, with a strong focus on architecture and integration
• Experience in managing cross-functional teams and collaborating with various stakeholders to drive ITSM improvements
• Ability to provide technical system solutions, determine overall design direction and provide hardware recommendations for complex technical issues
• Strong written and oral communication skills, and the ability to effectively communicate with technical and non-technical audiences
• Ability to effectively prioritise and execute tasks in a high-pressure environment
• Proven project and supplier relationship management experience
• In-depth understanding of ITIL frameworks and best practices in ITSM
• Familiarity with industry trends and emerging technologies related to IT operations and service management
• Proven track record of successfully leading ITSM initiatives and implementing SRE and AIOps practices in enterprise environments
• Preferably possess PMP, ITIL certifications
• Proficiency in ITSM tools such as BMC Remedy or Helix, ServiceNow or Jira Service Management, including configuration and customization
• Extensive knowledge of AIOps platforms and SRE methodologies
• Familiarity with cloud platforms and services (e.g., AWS, Azure), including their integration with ITSM processes
• Strong experience with DevOps practices, CI/CD pipelines, and automation tools to enhance software delivery and operational efficiency

Terms of Employment

The level of appointment will be commensurate with qualification and experience.

Enquiries

We are an equal opportunity employer. Personal data provided by job applicants will be used strictly in accordance with the Club's notice to employees and prospective employees relating to the Personal Data (Privacy) Ordinance. A copy of which will be provided immediately upon request.