Principal Product Owner_2584

Grade: AGS 10 - Promotional / Lateral

Who Can Apply: AGS 9/10

Hiring Manager: Robin Thomas

Job summary

Cluster Product Owner – Service Desk

Based in India, this role leads the strategic development and enhancement of service desk solutions. The Cluster Product Owner defines the vision and roadmap for service desk operations, ensuring alignment with business objectives and evolving customer needs. The role drives innovation, improves customer experience and operational efficiency, and collaborates with cross-functional teams to deliver high-quality solutions

2. Key responsibilities

1 Develop and communicate the vision and roadmap for the service desk, aligned with overall business goals.

2 Prioritize and manage the service desk backlog to ensure efficient delivery of features and improvements.

3 Collaborate with stakeholders to gather requirements and translate them into actionable tasks for the development team.

4 Oversee implementation of service desk enhancements, ensuring quality and alignment with customer needs.

5 Monitor and analyze service desk performance metrics to identify areas for improvement and innovation.

6 Facilitate cross-departmental communication to ensure seamless integration and support.

7 Lead initiatives to improve customer experience and operational efficiency within the service desk.

1 Strategic thinker :
Able to define and execute a long-term product roadmap that aligns service desk operations with broader business objectives.

2 Transformation driver
Proven ability to lead change and innovation initiatives, improving processes and outcomes within service desk or similar environments.

3 Cross-functional collaborator
Skilled at working across departments and with diverse stakeholders to gather requirements, align priorities, and ensure seamless delivery.

4 Comfortable in a fast-paced environment
Thrives under dynamic conditions, managing shifting priorities while maintaining focus on quality and timely delivery.

5 Quality and delivery focused
Committed to overseeing end-to-end implementation of enhancements with a strong emphasis on quality standards and customer alignment.

6 Customer-centric mindset
Deeply focused on understanding and meeting evolving customer needs, using performance metrics and feedback to continuously improve the service desk experience.

7 Innovation-oriented
Proactively identifies opportunities to modernize and enhance service desk capabilities, bringing fresh thinking from outside the organization.

8 Strong communicator
Able to clearly articulate vision, priorities, and progress to both technical teams and business stakeholders at all levels.

4. Qualifications and experience

1 Educational background

Masters or Bachelor's degree in IT, Business Administration, Computer Science or a related field.

2 Product ownership, Operations / Service Delivery Management experience (12+ Years)

Proven track record as a Product Owner or in a similar role, preferably within a service desk or IT operations environment.

3 Service desk domain knowledge

Strong understanding of service desk processes, tools, and technologies used in IT support operations.

4 Agile methodology expertise

Hands-on experience working within agile frameworks, including sprint planning, backlog grooming, and iterative delivery.

5 Interpersonal and communication skills

Excellent ability to build relationships, communicate clearly across all levels, and influence without direct authority.