Automation Product Manager - Supervising Associate

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Job Title:
Automation Product Manager 

Discipline/Role Type:
Support Services / Service Experience Technology Integration

Main focus and purpose of role:
The Automation Product Manager is responsible for all aspects of automation product management, such as product strategy, roadmap planning and successful delivery. 

• Understands business problems and helps design solutions that deliver an exceptional user experience in the Service Desk domain
• Acts as a bridge between technical and business teams across all departments involved in successfully bringing products to market, including R&D, engineering, development, and customer support. 

Responsibilities, expected outcomes and tasks:

• Drive business transformation programs to implement customer centric solutions
• Continuously evaluate and validate product vision to anticipate and address changing business and user needs
• Evaluate new ideas and research the latest technology/product market trends to identify opportunities that improve the end user experience whilst aligning to the overall organizational strategy
• Own the product backlog, continually reviewing it to ensure it is maintained and aligned with business objectives
• Collaborate with vendors and internal product teams to develop and maintain product roadmaps 
• Partner with key IT and business stakeholders to understand business needs and translate into business case, high level requirements and user stories
• Act as primary liaison/business advocate between stakeholders and internal functional groups for any subsequent scope changes
• During project planning phase, responsible for the creation of Business Vision and Context and providing input into the Project Charter
• Ensure effective project plans are produced
• Review and approve changes to plans, priorities, deliverables and schedules 
• Identify and assess risks, consulting with appropriate stakeholders to drive resolution in a timely manner
• Where necessary, has accountability for participating in project governance board and framework
• Identify and appoint project board members (when required) and ensures the Project Managers understand their input
• Monitor progress and confirm key stakeholders are kept informed about progress and expected outcomes
• Act as a mediator and conflict resolution expert by exerting organizational authority and the ability to influence
• Prepare and present executive summary updates to leadership as required 
• Provide support to the project from outside influences and changes
• Encourage stakeholder involvement and build and maintain their ongoing commitment through effective communication strategies
• Partner with Agile DevOps teams and play a key role in the milestone demos conducted by delivery teams 
• Provide consultation service to Product/Project Owner to complete Privacy Impact Assessment process and help coordinate with country legal teams until sign off is received
• Provide support and guidance to transition teams to rollout/implement new capabilities to ensure a smooth landing and good adoption 
• Promote operational excellence by challenging current practices and providing feedback on opportunities to improve 

Additional required skills (not covered by Role Type):

• Ability to thrive in a global organization is essential, balancing the needs of the customer against business initiatives and goals
• Ability to develop and build relationships and demonstrate confidence as you collaborate with colleagues across the firm to drive coordinated efforts
• Experience in leading multi-disciplinary teams, developing and motivating individuals
• Flexibility to adjust to multiple demands, shifting priorities, ambiguity, and rapid change
• Experience of working credibly with senior stakeholders 
• Adapts personal communication style to the style of others, develops rapport and stays calm under pressure or when escalating issues using advanced oral and written English communication skills 
• Strong verbal and written skills including strong cross-cultural communication and the ability to draft effective communications
• Skilled at explaining technical information in a manner that is understood by non-technical customers
• Strong understanding of software development lifecycle and project management methodologies
• Utilizes all aspects of Emotional Intelligence to navigate the interactions and complexities of the business environment and drive leadership performance in oneself and others
• Brings proven expertise in product or project management  
• Able to exhibit a progression of increasingly complex analytics and ability to successfully lead and deliver complex IT projects during the period
• Experience with ITSM platforms, ideally ServiceNow
• Experience with Automation platforms, ideally NexThink
• Experience of structured project delivery methodologies (Agile, Prince 2, LEAN)
• IT Service Management methodologies Certification (ITIL Foundation or higher) 
• Project Management Professional (PMP) Certification is advantageous 

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