Product Owner - Integrated Business Aligned Ops

Role: Product Owner - Integrated Business Aligned Ops

Location:Noida / Chennai

Role Purpose

A seasoned delivery leader who has run integrated operations — Apps, Infra and business-process ops as one estate — with deep command of outcome-based services. Owns BITO's (Business-aligned ITOps) integrated-ops proposition end to end. AI-native and agentic delivery are the direction of travel: requirements the person must speak credibly, layered on the delivery core.

Key Responsibilities

• Own the integrated-ops proposition end to end — one operating model spanning AppOps, infra NOC/event and business-process operations, sold as priced outcomes rather than tower-by-tower SOWs.
• Define and defend outcome-based commercial constructs — priced commitments, SLA/XLA and service credits, resource-unit and unit-cost models — with the Service Management & Outcome Definition seat.
• Front clients and executive forums as the voice of integrated ops — transition and transformation narrative, governance cadence and delivery assurance across towers.
• Chair cross-proposition dependencies with SAPOps, MSD Ops, Workplace, Security and the spine so integrated ops lands as one coherent estate story.
• Steer the ZeroTicket intake plane with the spine team — converged desk + NOC + AppOps, auto-resolution first, humans on exceptions.
• Carry the AI-native/agentic story credibly — where agents run, where human checkpoints sit — as the delivery model evolves.

Hard Skills

• Delivery leadership at scale — 12+ yrs leading multi-tower managed-services delivery and transitions — P&L ownership, client governance cadence, delivery assurance across Apps, Infra and BPO.
• Integrated operations depth — how application AMS (L1–L3), infrastructure NOC/event and business-process operations run as one estate — cross-tower escalation, shift-left and containment design.
• Outcome-based services mastery — priced commitments, SLA/XLA and service-credit mechanics, resource-unit (RU)/FUE and unit-cost/business-case modelling, gainshare and at-risk constructs.
• Service management & SIAM — ITIL 4 (Managing Professional-calibre practice), SIAM multi-supplier operating models, ISO/IEC 20000; ServiceNow ESM as the run substrate.
• Commercial & deal shaping — solutioning outcome-based deals, transition/transformation business cases and renewal economics with sales and pricing teams.
• Executive communication — C-level storytelling of integrated operations, governance chairing and delivery-assurance narratives clients trust.
• AI-native operations awareness (emerging) — ZeroTicket/signal-first concepts and AIOps (event correlation, self-healing) as delivery levers — conversant, not hands-on.
• Agentic operating model awareness (emerging) — agent-run processes with humans-on-exceptions, HITL checkpoint and kill-switch concepts, attribution of agent-delivered outcomes.