Product Owner and Digital Service Manager

Categoria:

Industrial / Manufacturing Luogo di lavoro:

Bolzano

The Product Owner and Digital Service Manager will oversee the development and management of digital services within the industrial and manufacturing sector in Bolzano. This role requires a strategic thinker with a strong focus on technology and service innovation.

Responsibilities The candidate who will fill the role of Product Owner and Digital Service Manager will have the following responsibilities:

Own the product strategy, roadmap and lifecycle of IDV's digital service portfolio, including Fleet Management Systems, Data Management Systems, Microsoft Dynamics CRM and multichannel customer service platforms.

Translate customer and business requirements into product enhancements, system developments and service improvement initiatives.

Prioritize and manage the product backlog, coordinating development activities with ICT teams and external technology partners.

Drive the continuous evolution, integration and customization of digital platforms to support business and customer needs.

Act as the key interface between Customer Service, ICT, Engineering, Operations and external suppliers.

Ensure the effective delivery and operational performance of digital services, monitoring KPIs, SLAs and customer satisfaction levels.

Lead incident, escalation and problem management activities, ensuring timely resolution of complex service issues.

Oversee third-level support activities and coordinate the implementation of corrective and preventive actions.

Lead the evolution and optimization of Microsoft Dynamics CRM and related customer engagement solutions.

Collaborate with ICT teams on cloud-based solutions and platform architecture within the Microsoft Azure environment.

Manage and develop a team of Digital Service Specialists, fostering a culture of accountability, collaboration and continuous improvement.

Identify opportunities for innovation, automation and process optimization to enhance service quality, operational efficiency and user experience.

Requisiti A successful Product Owner and Digital Service Manager should have:

Master's Degree in Engineering, Information Technology, Computer Science or related disciplines

Minimum 5 years of experience in Product Management, Product Ownership, Service Delivery Management or Digital Services roles

Proven experience managing customer-facing digital products and services within Automotive, Defence, Aerospace, Industrial Manufacturing or related sectors

Strong knowledge of Microsoft Dynamics CRM

Good understanding of Microsoft Azure cloud environments and digital platform architectures

Experience working with Agile methodologies and DevOps-based delivery models

Solid understanding of Service Management principles, SLA governance, incident management and support operations

Demonstrated ability to operate effectively at both strategic and operational levels

Experience leading cross-functional teams and coordinating multiple stakeholders

Strong customer orientation, problem-solving skills and commercial awareness

Excellent communication and stakeholder management capabilities

Fluent English (minimum C1 level)

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