BDS Product Service Owner

• Own the operational health performance and lifecycle management of applications within the assigned portfolio.
• Ensure services meet agreed availability performance SLA and customer satisfaction targets.
• Drive continuous improvement initiatives focused on automation simplification stability and operational efficiency.
• Partner with business stakeholders to understand priorities manage demand and deliver business value.

• Act as the primary point of contact for operational support escalations service issues and major incidents.
• Lead service reviews and monitor key service metrics including availability performance incident trends and MTTR.
• Establish document and continuously improve service management processes and operational procedures.
• Coordinate major incident resolution outage management and recovery activities.
• Ensure Service Introduction activities are completed successfully and solutions transition smoothly from project delivery into BAU support.

• Manage relationships with Product Owners Key Users business leaders and technology teams globally.
• Balance stakeholder priorities and drive alignment across business and IT organizations.
• Govern third-party vendors to ensure service quality operational excellence and delivery against agreed commitments.
• Lead vendor service reviews performance improvement initiatives and escalation management.

• Support application roadmap planning in partnership with Enterprise Technology and Architecture teams.
• Manage application lifecycle activities including support enhancements upgrades modernization and retirement.
• Identify opportunities to improve service stability performance security and customer experience.
• Participate in projects impacting the application portfolio and provide operational readiness and supportability guidance.

• Ensure compliance with security privacy and regulatory requirements including applicable data protection standards.
• Monitor service risks and drive mitigation plans where required.
• Support financial governance activities including budget monitoring vendor contracts statements of work purchase orders and invoice management.
• Partner with Finance and Product Owners to ensure financial performance remains aligned with budget expectations.

• Bachelors degree in Computer Science Information Systems Engineering or a related field.
• 5 years of experience in IT Service Management Product Management Application Support or related technology roles.
• Experience managing global applications and working with cross-functional business and technology teams.
• Experience managing third-party vendors and service providers.
• Strong stakeholder management communication problem-solving and influencing skills.
• Proven experience in service delivery operational support and project environments.
• Fluent English (written and verbal).

• Experience supporting eCommerce platforms or business-critical enterprise applications.
• Knowledge of ITIL Service Management processes and practices.
• Agile Scrum DevOps PMI/PMP or ITIL certifications.
• Understanding of application security web transaction security and regulatory requirements.
• Exposure to cloud platforms SaaS applications Salesforce SAP Dynamics NAV HighRadius and related enterprise technologies.
• Experience within FMCG or other global consumer products organizations.

• Product & Service Management
• IT Service Management (ITIL)
• Stakeholder Relationship Management
• Supplier & Vendor Management
• Project & Service Introduction Management
• Continuous Improvement & Operational Excellence
• Agile & DevOps Ways of Working
• Risk Security & Compliance Management
• Financial & Portfolio Governance

• Ensures Accountability
• Plans and Aligns
• Balances Stakeholders

Other key Leadership Competencies

• Customer Focus
• Deals with Ambiguity
• Conflict Management
• Problem Solving
• Innovation Management
• Drives Results
• Managing Performance

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