Title:  Service Management Manager and Product Owner

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Service Management Manager and Product Owner

About the position:

The purpose of this position is to ensure optimized level of service management activities and ownership of selected product(s) remaining under scope of the function.
As a part of Service Management activities, the goal of this role is to ensure that practices are established, documented, followed and adjusted, driving value and reflecting best practices based on compliance.
In terms of product ownership, the goal is to establish, develop and ensure efficient customer experience of the product. This requires close partnership with developing functions (IT) and end users. It also requires transparent and comprehensive documentation, implementation and development plans. 
 

Main areas of responsibility:

Service Management: 
• Ensure Service Management foundations are well understood in the area of position coverage
• Make clear, concise and comprehensive technical documentation on Service Management Practices 
• Make continuous improvement recommendations related to Service Management and present conclusions to businesses, functions and management by leveraging leading practices, monitoring performance metrics, and benchmarking performance across Global Business Services
• Promote standardization of Service Management components across GBS Service Delivery functions, to drive economies of scale

Product Ownership: 
• Drive requirements definition prior to development cycle, influencing it to drive quality and adherence to the specification
• Development and maintenance of Product/tool in order to enable full accessibility and business continuity
• Preparation of decommission plan of the product and providing guidance and alignment with key stakeholders and functions

Partnership:
• Create space to share/receive feedback, promoting proactive ways of collaboration 
• Manage escalations based on solid, factual communication, having short/medium/long term solution as a main goal
• Keep stakeholders updated on trends / major risks that require attention of preventive steps
• Bring your best to the Team spirit and Team engagement by role modelling and being a living example of the company’s vision and culture

Compliance:
• Ensure consideration and full adherence to JSOX standards while delivering service management or product ownership support (where applicable)
• Report any compliance issues/risks and engage respective functions

Requirements:

▪ General knowledge and principals understanding of business environment, platforms and/or tool (products)
▪ Experience in driving development and maintenance of the business tools to maximize its efficiency and customer satisfaction
▪ Experience in process analysis and mapping, workflow construction, tools frontend and backend management
▪ Strong interpersonal skills while interacting with business partners and stakeholders, knowledge about customer experience measurement and improvement 
▪ Very solid communication skills for communicating with support personnel and management, ability to drive major change of way of working across the company 
▪ Strong analytical and problem-solving skills with understanding Service Management practices
▪ Operational understanding of GBS delivery and company ways of working
▪ Strategic thinking for global harmonization and standardization of Services delivery
▪ Business analysis of global services
▪ Business Relationship Management

Are you ready to join us? Build your success story at JTI. Apply now!

Next Steps:

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with Talent Advisor > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. If you need any specific support, alternative formats, or have other access requirements, please let us know.

JTI GBS Poland Sp. z o.o. has introduced an Internal Reporting Procedure for Whistleblowers. If you would like to review this procedure, it is available upon request.

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