IT Product Owner - Intelligent Service Management

About this opportunity
Purpose:
The IT Product Owner (IPO) is End to End responsible for the strategy and delivery of the product based on the product roadmap, ensuring the Product delivers the expected business value, throughout the Product lifecycle.
The IT Product Owner (IPO) manages the Product through the product lifecycle in alignment with the Product Line and Product Area Strategy.
What will you do
Key Responsibilities:
Operational:

• Understand customer/end-user needs and translate requirements and strategies to meaningful demands and use cases for product development.
• Define and optimize product strategy and roadmap
• Ensuring non-functional requirements, security, and regulatory compliance of the product according to the rules, guidelines, governance, and applicable processes.
• Set and achieve the Product OKRs and ensure that the Product delivers the expected business value.
• Manage stakeholders and dependencies across organizations.
• Accountable for financial planning, forecasting, budget requests and actuals.
• Alignment with delivery Leads for competence requests and providing forecast.
• Ensures that both a long term (strategy) and short term (backlog) perspective is included in the product development.
• Guide the product team in sprint planning, prioritization and sequencing of user stories.
• Ensure that the Product adheres to the required approvals for Product design and development according to the rules, guidelines, governance, and processes applicable.
• E2E-accountability for product delivery, including operational responsibility, through the product lifecycle.
• Contribute to commercial discussions together with Sourcing and Suppliers (internal and external)
• Contribute to governance meetings with suppliers and stakeholders.
• Managing interactions with service providers and ensure they deliver on agreed performance levels (contractual or non-contractual)
• Secure that all services are priced, orderable, measurable, and supported.
• Responsible for coaching the product team and to ensure that the product team(s) has the right competence mix to enable successful execution.

Role Specific:

• This role is for the Product Owner of Intelligent Service Management Platform within Product Line IT4IT.
• The product owner will define and drive the evolution of Service Management towards an intelligent, autonomous, and experience-centric operating model, moving beyond traditional ITSM practices through the adoption of AI, predictive insights, proactive operations, hyper automation, and next-generation service experiences.
• The product owner is expected to have a deep understanding of the platform used IT Service Management (Incident, Change, Problem, Request and Knowledge Management)
• The product owner will be responsible for driving AI-enabled and intelligent automation within ITSM - identifying where predictive analytics, chatbots/virtual agents, and generative or agentic AI capabilities can meaningfully reduce manual effort, improve resolution speed, and elevate the employee/customer experience, while ensuring adoption is measured, governed, and responsible.
• Champion responsible AI use - data quality (clean configuration and knowledge data as AI input), bias/accuracy monitoring, and change management for AI-assisted workflows.
• The product owner will be responsible for keeping abreast with industry trends in this area and be able to create a strategy and vision, to create the most effective Service Management Platform within IT.
• Work with stakeholders both internally (EIT and other IT organizations, Security, Sourcing) as well as externally (Vendors, industry pioneers) to find the best outcomes for Ericsson
• Overall E2E cost responsible for the product, as well as billing, chargeback, wherever needed

Things You Will Bring
Requirements:

• Demonstrated ability to challenge traditional ITSM approaches and define future-state service management operating models that leverage AI, automation, predictive capabilities, and digital employee experience principles.
• Proven track record of driving platform modernization and transformation initiatives, balancing innovation with operational stability and business value realization.
• Proven experience as a Product Owner or similar role in IT product management, preferably in Service Management, or asset management sectors.
• Experience identifying and implementing AI, Generative AI, Agentic AI, virtual agents, predictive analytics, and intelligent automation use cases within enterprise service management environments.
• Understanding of responsible AI principles, including data quality, governance, adoption measurement, risk management, and performance monitoring.
• Strong understanding of employee and customer experience management principles, including service adoption, user journey mapping, service health metrics, and experience-centric design.
• Ability to translate business challenges into scalable digital workflows and self-service capabilities that improve productivity and service satisfaction.
• Strong analytical mindset with the ability to leverage platform telemetry, operational metrics, and business insights to drive product decisions and continuous improvement.
• Experience defining and tracking product KPIs, value realization metrics, and business outcomes.
• Experience influencing senior stakeholders and driving alignment across IT, Security, Enterprise Architecture, Sourcing, and business leadership teams.
• Ability to build and execute a long-term product strategy while balancing short-term operational priorities and enterprise objectives.
• Strong background in managing the product lifecycle from inception to delivery.
• Excellent understanding of Agile methodologies (Scrum, Kanban) and project management practices.
• Outstanding verbal and written communication skills, with the ability to present complex information clearly to technical and non-technical stakeholders.

All academic credentials must be from recognized and accredited institutions and are further subject to verification.
Why join Ericsson?At Ericsson, you'll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what's possible. To build solutions never seen before to some of the world's toughest problems. You'll be challenged, but you won't be alone. You'll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
What happens once you apply? Click Here to find all you need to know about what our typical hiring process looks like.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.
Primary country and city: India (IN) || Gurgaon
Req ID: 791194