Service Product Owner

POSITION SUMMARY: The Service Product Owner (SPO) is accountable for the execution of strategic initiatives across one or more enterprise services and applications. This role ensures that approved business and customer needs are translated into clear execution plans, delivered predictably, and realized as operationally sound services and applications.

Acting as the execution-focused Experience Owner, the SPO owns delivery direction, sequencing, and tradeoffs throughout the initiative's lifecycle. While Customer Success and Business Leads define priorities and desired outcomes, the SPO owns how initiatives are executed, serving as the primary escalation point when delivery, integration, or service readiness is at risk.

The SPO applies Agile delivery, ITIL service management, and product practices as execution frameworks to ensure initiatives result in stable, supportable outcomes.

DUTIES AND RESPONSIBILITIES:

Initiative Execution & Decision Ownership

• Own execution of approved strategic initiatives within assigned services and applications.
• Translate ACA and business needs, shaped by planning consultants, into achievable delivery plans and commitments.
• Serve as the decision-maker for delivery direction, feature sequencing, and execution tradeoffs.
• Act as the primary escalation owner for delivery risks, dependencies, and execution breakdowns.

Plan–Build–Run Execution (Agile + ITIL)

• Define and maintain execution backlogs, delivery plans, and lifecycle artifacts tied to initiative milestones and service readiness. Define and maintain execution backlogs, delivery plans, and lifecycle artifacts tied to initiative milestones and service readiness.
• Partner with delivery teams and Program Managers to manage sequencing, dependencies, and execution flow.
• Partner with Service Managers to integrate incidents, RCAs, and operational insights into execution decisions.
• Act as a key stakeholder in go/no-go decisions for initiative releases and service changes.

Services & Applications Accountability

• Define and maintain service and application definitions, commitments, SLAs, and KPIs relevant to initiative execution.
• Ensure execution decisions support operational readiness, compliance, and reliability.
• Participate in post-implementation reviews to validate execution outcomes, adoption readiness, and operational stability.

Stakeholder, Vendor & Financial Alignment

• Collaborate with internal teams, vendors, and partners to align execution plans and delivery expectations.
• Provide accountability for vendor performance related to initiative execution.
• Help ensure delivery aligns with budgets and consumption models in partnership with Finance, Procurement and EPMO.
• Communicate execution status, risks, and outcomes clearly to stakeholders.

Continuous Improvement

• Identify execution and delivery improvement opportunities across services and applications.
• Drive enhancements that improve delivery predictability, service stability, and business outcomes.
• Ensure accuracy of execution-related artifacts, including audits and CMDB updates.

ADDITIONAL RESPONSIBILITIES:

· Participates in focus groups, workgroups, product forums, and leadership committees to gather information and/or present information that leads to business-based decisions and directions.

· Conducts service and product visits at the customer site to review existing products and services used.

· Will help other business and technical consultants with learning and understanding product ownership skills and best practices.

· Other related duties as assigned.

MINIMUM KNOWLEDGE AND EDUCATION REQUIREMENTS:

· Bachelor’s degree with a minimum of 7+ years of senior level Business Analyst or Solutions Consulting within technology and / or financial services. Advanced degree a plus.

· Ability to communicate effectively with all levels of staff, management, and executives both verbally and in writing.

· Work independently and collaboratively to organize and manage multiple projects from inception to completion between cross functional teams with a focus towards ACA business usage and practices.

· Hands-on experience executing initiatives using Agile and ITIL frameworks

· Strong escalation management and execution decision-making

· Ability to balance speed, quality, and operational risk

· Experience in regulated or fintech environments preferred

ESSENTIAL FUNCTIONS

· Ability to report to work in person and to attend work-related functions/activities.

· Ability to work at a desk and use a computer for extended periods.

· Ability to lift, carry, and move objects up to 10 pounds occasionally.

· Ability to occasionally travel as required.

· Ability to type and utilize various software programs efficiently and operate general office equipment.

· Ability to work in an office setting with moderate noise levels.

· Ability to concentrate and focus on details when reviewing documents, analyzing data, and performing computer-based tasks.

· Ability to manage multiple tasks and deadlines while maintaining accuracy and efficiency.

· Ability to problem-solve efficiently and make sound decisions.

· Ability to manage job-related stress and interactions with clients, colleagues, or external parties.

· Ability to communicate ideas clearly in both verbal and written form.

· Ability to work with others in a collegial and collaborative manner

· Additional physical demands include, but may not be limited to, frequent talking or hearing, occasional push/pull, stoop/kneel, bend/twist, and reach to retrieve or move items in a typical office environment.

· Must be able to work scheduled hours and overtime as needed.

· Hybrid or remote work arrangements

o This role has been designated as a Hybrid role, which gives employees the opportunity to work from home on Mondays and Fridays and working in the office on Tuesdays, Wednesdays, and Thursdays.  

o Please note that the Company retains the right to change a position’s designation at any time.

o Exceptions to the designated work arrangement may be made based on business needs

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

REASONABLE ACCOMMODATION: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of their position.