Product Owner

Position Title: Product Owner

Location: Kontich, Belgium

Duration: 12 Months

Languages: English

Job Description:

As Product Owner of Server Hosting, you will report to the Infrastructure Manager. You will manage the lifecycle of the global Server Hosting solution. Works closely with all relevant stakeholders to lead them to maximize operational excellence and customer satisfaction. Secondly, you ensure the solution is designed according to a master specification and signed off by all stakeholders. Strong focus on end-user adoption, securing training material, and coordination amongst the regions to safeguard the same user experience globally are also key elements of this job. Lastly, you'll drive the continuous improvement of the quality of the Server Hosting solutions in all aspects of stability, availability, development, training, and documentation.

Roles & Responsibilities:

• End-to-end accountable for the Server Hosting solution domain.
• You will be responsible for all solutions globally with regard to servers and tooling that is needed to manage servers (both on-prem, private data centers and cloud).
• Responsible for processes with regards to server lifecycle, to ensure that the inventory of servers stays up to date and servers stay in a compliant state.
• Responsible for working out/improving services about server hosting in line with business expectations
• Responsible for reviewing partner invoices & creating transparent costing toward the business areas
• Collaborate with IT Services regions to optimize/improve server hosting services.
• Follow up on server-hosting projects that are in line with the server-hosting roadmap.
• To collect and interpret customer satisfaction, current needs, and future opportunities. Propose, based on the findings, a solid and long-term solution strategy for improvement in line with the architecture roadmap.
• Be the solution ambassador towards users & stakeholders and ensure regular communication of the status of the solutions’ roadmap, technical changes, scope of delivery from the vendor, and additional value drivers.
• Ensure user adoption of the solution’s domain-related services.
• Participate in the solution design process in collaboration with the architect and technical experts.
• Ensure adherence to the ITSM processes for the solution lifecycle: Incident & Request, Change, Problem, Event & monitoring, Knowledge, Configuration, and CMDB among the principal ones.
• Monitor and review the Partner’s service performance & financials
• Coordinate the development of service level agreements and ongoing management of service level compliance.
• Communicate/ prioritize/ resolve delivery issues & risk.
• Support the Regions through extensive interaction & training on the provided solutions, documentation, promotion material, and knowledge base.
• Ensure a common user experience across the regions by the implementation of best practices, processes & procedures.
• Change Management: Participate in Global / Regional Change Advisory Boards. Follow up on change requests from beginning to end.
• Dispute and Escalation Management: Assist the Vendor and Contract Manager and regional IT teams with escalations and disputes.
• Direct the planning, development, implementation, evaluation, and ongoing management of new and existing services.
• Work with compliance, audit, risk, and security teams to ensure that significant risks related to the service are identified and actions are taken to ensure that they are managed and compliant with legal, regulatory, and contractual requirements affecting the enterprise.
• Prepare and review service performance reports identifying any significant issues and variances, initiating, where necessary, corrective actions, and ensuring that all outstanding issues are followed up.
• Financial control of the solutions/products in scope with the assistance of the Business Controller.

Technical Skills:

• Knowledge of Server OS systems (mainly Windows, but also partially Linux) including management tooling
• Knowledge of server hosting on-prem, private datacentre, and cloud (mainly Azure)
• Experience in the cloud
• General knowledge of networking, and active directory
• Knowledge of Power BI
• Security Mindset
• Able to do stakeholder/vendor management
• Able to explain solutions in a comprehensive way and ability to convince people
• Ability to think long-term
• University degree or equivalent experience
• ITIL certification is a plus