Information Technology Service Management Consultant

This is a w2 project only. ITSM Solutions Engineer/Product Lead.

Please - NO C2C support needed at this time.

This is a hybrid role with an onsite requirement of 3x a week.

Candidates should be Technical Product Owners/Leads with a strong background supporting ITSM implementations and customization and should have experience with AI workflows – AI is what is driving this specific initiative.

Our client has purchased the Service Now-specific AI tool, so experience with that would be preferred…but again would consider other technologies.

There is a strong possibility of extension as these roles are the jumping-off point for a number of longer-term initiatives. 6 months + to begin with.

Exposure to Scrum methodologies as this role will be heavily relied on for not only product road mapping, business analysis/requirements for product implementation and customization but also provide necessary Scrum team support.

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We are seeking a Product Lead, you will define the vision, own the roadmap, drive value realization, and ensure every dollar invested delivers measurable business outcomes. You will operate as a startup founder within a Fortune 500 enterprise - with the resources of a global leader and the agility of a product team. This is strategic leadership with immediate impact. This is not a traditional management role - you will personally build dashboards, analyze data, create business cases, and execute change management campaigns as a founding team member proving value before scaling.

• Product Strategy & Roadmap Ownership: Establish and operationalize the product operating model
• Define and own the L0-L2 innovation and automation roadmap aligned to our client’s 2026 transformation goals
• Prioritize the backlog using data-driven value frameworks: business impact, cost savings, user friction, automation potential, and strategic alignment
• Define and lead execution of an MVP that will lead to measurable ROI within 1 quarter
• Balance quick wins with long‑term strategic initiatives - manage the now, the next, and the future simultaneously
• Stakeholder Alignment & Business Advocacy: Serve as single point of accountability for Digital Workplace value delivery to IT leadership and business partners
• Build and maintain executive relationships
• Manage stakeholder alignment across IT, HR, Finance, and regional business units - you unify competing priorities
• Articulate the business value of technical investments with clarity and conviction
• Data‑Driven Decision Making & Value Realization: Own outcome metrics: ticket deflection rates, MTTR reduction, XLA scores, cost‑per‑transaction, and automation ROI
• Define and own value reporting to leadership - translating IT investments into business language (ROI, cost avoidance, productivity gains)
• Track and report value realization quarterly - demonstrating measurable improvements in cost, speed, and experience
• Use analytics to identify high‑impact opportunities:
  Where are users struggling? What can we prevent? What can we automate? What drives repeat incidents?
• Product Team Leadership & Agile Delivery: Build the product function from a two‑person founding team with the Digital Workplace Architect, personally executing tactical work while establishing the operating model that will scale as the team grows
• Facilitate Agile Service Delivery rituals: build user stories, backlog grooming, sprint planning, demos, retrospectives, and continuous improvement
• Empower your team with clarity of vision, autonomy in execution, and accountability for outcomes
• Navigate matrixed organization and build coalition with vendor partners to secure resource commitments and maintain delivery
• Remove blockers and create conditions for high performance
• Innovation & Change Leadership: Champion user‑centric design thinking - every solution starts with understanding the employee experience
• Drive adoption of Experience Level Agreements (XLAs) over traditional SLAs - shift the culture from compliance to outcomes
• Design and lead change management for new capabilities through a cohesive bottom up and top‑down…