ITSM Platforms Product Owner

Watson-Marlow Fluid Technology Solutions; Cheltenham; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A multinational engineering company is seeking an ITSM Platforms Product Owner responsible for the ownership and optimization of the IT Service Management ecosystem, including various platforms and tools. The ideal candidate has strong ITSM and product ownership experience, knowledge of ITIL best practices, and a proven track record in stakeholder engagement. This role involves managing product backlog and promoting the adoption of ITSM tools. Competitive salary, flexible working, and excellent benefits are offered.

Benefits

Competitive salary

Discretionary bonus

27 days holiday allowance

Comprehensive private healthcare

Enhanced pension plan

Life assurance

Flexible working

Qualifications

• Strong experience in IT Service Management or Product Ownership.
• Proven experience with ITSM platforms like Ivanti, ServiceNow.
• ITIL v4 Foundation certification is essential.

Responsibilities

• Develop and maintain a strategy for ITSM and associated tools.
• Manage product backlog and tool adoption activities.
• Ensure adherence to ITIL principles in tooling changes.

Skills

ITIL processes

Stakeholder engagement

ITSM platform configuration

Analytical and problem-solving

Agile mindset

Education

ITIL v4 Foundation

Agile Product Owner certification

Degree in Information Technology

Tools

Ivanti

ServiceNow

APIs

middleware

Job description

ITSM Platforms Product Owner

RoleOverview: The ITSM Platforms Product Owner is responsible for the strategic ownership, development, and optimisation of the organisation’s IT Service Management ecosystem, which includes the ITSM platform, Software Asset Management (SAM) tooling, Digital Employee Experience (DEX) solutions, and Experience Level Agreement (XLA)/sentiment analysis tools. This role ensures all tooling aligns with global business objectives, supports ITIL best practices, and delivers measurable improvements in service delivery and user experience. Acting as the primary liaison between business stakeholders, IT teams, and vendors, the Product Owner drives innovation, integration, and continuous improvement across all ITSM-related technologies.

Objectives and responsibilities

• Develop and maintain a clear vision and roadmap for ITSM, SAM, DEX, and XLA tooling aligned with organizational goals.
• Build strong relationships with BRMs, service owners, and business leaders to understand requirements and communicate tooling capabilities.
• Identify opportunities for process optimisation and implement best practices across ITSM workflows and experience monitoring.
• Product backlog management.
• Ensure all tooling changes follow ITIL principles and organizational governance standards.
• Promote adoption of ITSM, SAM, DEX, and XLA tools through training, documentation, and communication campaigns.
• Evaluate emerging technologies and trends to enhance platform functionality and improve digital experience.

Your previous experience

• Strong experience in IT Service Management, Product Ownership, or ITSM platform administration roles.
• Proven experience managing ITSM platforms (e.g., Ivanti, ServiceNow) and associated tooling (SAM, DEX, XLA) in a global organisation.
• Strong track record of stakeholder engagement and delivering platform enhancements.
• ITIL v4 Foundation (essential); ITIL Managing Professional or Service Design (desirable).
• Agile Product Owner certification (e.g., CSPO) desirable.
• Degree in Information Technology, Computer Science desirable.

To be successful in this role you will demonstrate

• Deep understanding of ITIL processes and ITSM tooling ecosystems.
• Hands‑on experience with ITSM platform configuration, SAM license management, DEX monitoring, and sentiment analysis tools.
• Familiarity with integration technologies (APIs, middleware) and automation tools.
• Strong stakeholder management and communication skills across global teams.
• Analytical and problem‑solving ability to translate business needs into technical solutions.
• Agile mindset with experience in backlog management and sprint planning.
• Strategic thinker with attention to detail.
• Adaptability to changing priorities and technologies.
• Continuous improvement mindset and proactive approach.
• Demonstrate Company Core Values at all times.

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About Spirax Group

Spirax Group is a FTSE100 and FTSE4Good multi‑national industrial engineering Group known for the control and management of steam, electric thermal solutions, peristaltic pumping and associated fluid technologies.

Our Purpose is to create sustainable value for all our stakeholders as we engineer a more efficient, safer and sustainable world. Our technologies play an essential role in critical industrial processes and industrial equipment across industries as diverse as Food & Beverage, Pharmaceutical & Biotechnology, Power Generation, Semiconductors and Healthcare. With customers in 165 countries, we provide the solutions that sit behind the production of many items used in daily life, from baked beans to mobile phones!

Our Purpose, supported by our inclusive culture and Values, unites us, guides our decisions and inspires us everywhere that we operate. We support our colleagues to make their difference for each other as well as customers, communities, suppliers, our planet and shareholders by creating a truly equitable working environment where everyone feels included.

Benefits

You will receive a competitive salary (and a discretionary bonus), flexible working and excellent benefits including 27 days holiday allowance (before bank holidays), 3 days’ paid volunteering leave, comprehensive private healthcare, enhanced pension plan, life assurance, optional participation in a Share Ownership Plan, free onsite parking, flexible benefits, and access to a personal discounts’ portal. We also offer a range of additional support and benefits through our Everyone is Included Group Inclusion Plan, detailed below.

Everyone is Included at Spirax Group

We are passionate about creating inclusive and equitable working cultures where everyone can be themselves and achieve their full potential. For us, that means supportive teams and strong relationships where everyone’s contribution is valued across social and cultural backgrounds, ethnicities, ages, genders, gender identities, abilities, neurodiversity, sexual orientation, religious beliefs, and everything else that makes us human and unique.

We want everyone to be able to make their difference here, so we will always consider requests for flexible working.

We know that everyone needs some extra help from time to time too, so we have introduced a range of additional benefits through our Group Inclusion Commitments. These include gender‑neutral parental leave, 15 days of extra paid caregiver leave, paid time off and support for anyone experiencing pregnancy loss or domestic abuse, menopause‑friendly workplace principles and more. Learn more at www.spiraxgroup.com/en/life-at-spirax/our-inclusive-group/our-inclusion-commitments.

We are also a Disability Confident Committed Employer. If you would like to apply using this scheme, please select this option in our application form or notify our recruitment partners.