Sub-product Owner

1 week ago

Pretoria, South Africa Mediro ICT Full time

**Oversee IT Service Desk Operations**: Manage the end-to-end operations of the IT service desk, ensuring alignment with IT strategy and overall business goals.
**Drive AI-Driven Improvements**: Lead initiatives to integrate AI technologies into the service desk, enhancing self-service capabilities and reducing manual intervention.
**Team Leadership and Development**: Lead and mentor the IT service desk team, fostering a culture of
continuous improvement and high performance. Delegate tasks, manage workloads, and ensure professional development.
**Stakeholder Collaboration**: Act as a key liaison between the IT service desk and other internal the client’s departments, ensuring that business needs are understood and addressed.
Communicate effectively with stakeholders to prioritize features and improvements.
**Performance Monitoring and Reporting**: Oversee and validate performance metrics, including monthly ticket volumes and interaction counts, and ensure accurate reporting for invoicing and service quality.
**Strategic Planning and Continuous Improvement**: Contribute to strategic planning by identifying areas for process optimization and innovation, particularly around adopting new technologies and methodologies like Agile and DevOps.
**Educational Background**:
A Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred.
**Professional Experience**:
At least three years of experience in a leadership role within an IT service desk or IT operations environment.
Prior experience managing high-volume service desks and implementing AI-driven solutions is highly desirable.
**Technical Skills**:
Strong familiarity with ITSM platforms (ServiceNow), AI technologies (such as chatbots or machine learning tools), and data analytics.
**Essential Skills Requirements**:
Fluent in Business English and Business German (verbal & written).
ITSM / IT Operations Frameworks (e.g., ITIL).
IT Service Delivery & Incident Management.
Strong analytical and problem-solving skills with high attention to detail.
Familiarity with AI-driven service support (NLP, ChatBots, Machine Learning).
Excellent communication and stakeholder management skills.
**Advantageous Skills Requirements**:
Information Technology qualification (degree/diploma).
Experience with provider/contract management (SLAs & KPIs).
Technical experience with Data & Analytics.
Exposure to DevOps practices.
Between 5 - 7 Years

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