Product Owner for Service Desk and Support Services

At Aeven we are on an exciting mission creating exceptional end-user experiences that make a real difference for our end-users.

Would you like to re-design and oversee the development and maintenance of our Service Desk products in Aeven?

For our office in Søborg, we are seeking a talented and driven Product Owner to take ownership of our Service Desk service products. As the Product Owner, you will play a critical role in the development and success of our products, ensuring that they meet the needs of our customers and align with our company's strategic goals. We offer a dynamic environment in a global department with 80+ colleagues in Søborg, Prague, and Manila.

It's a department where the focus on daily deliveries, time zones, and shift schedules must constantly align with the ambitious goals for constantly improving our services and developing next-generation Support-products.

Join our global Service Desk team
We are a global team of +80 ambitious Service Desk specialists, located in Denmark, Czech Republic, and the Philippines. We provide Service Desk services for some of Denmark’s largest companies with global reach. Our daily work is filled with customer dialogues on both end-user and commercial levels. On both levels we strive to deliver excellent user experience to support our customers’ businesses.

As part of Aeven, we are responsible for everything from infrastructure and applications to complete orchestration and support of our customers’ IT solutions. Our work processes are based on best practice and our procedures follow ITIL standards.

Your Responsibilities:

• As the Service Desk Product Owner, you will play a key cross-organizational role in designing, implementing and continually improving our service-products.
• End-to-end responsibility for our products IT service desk, user administration and subscription support
• Product Strategy: Together with the area director, Drive and facilitate the development and communication of a clear product vision and strategy that aligns with the company's objectives.
• Product Roadmap: Together with the area director, Drive and follow up on product roadmap that outlines the short-term and long-term goals for the products.
• Requirements Gathering: Work closely with stakeholders to gather and document detailed product requirements, ensuring a deep understanding of customer needs and market trends.
• Product Backlog: Define, prioritize, and manage the product backlog to ensure that the most valuable changes of services and tools and new features are developed first.
• Cross-functional Collaboration: Collaborate with delivery, automation, tech and quality assurance teams to deliver high-quality products on schedule.
• Product planning: Drive the product planning, ensuring that each improvement initiative and change meets quality and functionality expectations.
• Product Performance Analysis: Continuously analyze product performance, user feedback, and market trends to make data-driven decisions for product improvements.
• Product Documentation: Ensure comprehensive product documentation is maintained for both quality insurance purposes and sales and marketing.
• Drive and Improve service-cost follow up.
• Support the delivery and sales units in sales and presales activities.
• Act as trusted advisor on significant customer projects

Your Qualifications:

• Bachelor's degree in a related field (e.g., Business, Computer Science, or Engineering).
• Proven experience as a Product Owner or similar role, preferably in a IT Service Management environment.
• Exceptional communication and interpersonal skills to effectively work with cross-functional teams and stakeholders.
• Analytical and problem-solving abilities with a data-driven approach to decision-making.
• Excellent project management and presentation skills.

Preferred Qualifications:

• Experience working with support processes and tools to create excellent service experiences
• ITIL V3 or later foundation
• Professional experience from a regulated industry
• Experience working with Knowledge Management (preferably KCS)

You have a true passion for Service & Support that shines through in your engagement with colleagues and clients for who you will also act as a guiding star.

What We Offer:

• Competitive salary and benefits package.
• A collaborative and innovative work environment.
• Opportunities for professional growth and development.
• The chance to make a significant impact on the success of our Service Desk and support services and Aevens growth-journey.

Apply today to be a part of our exciting mission creating exceptional end-user experiences that make a real difference for our end-users.

To apply, please submit your resume and a cover letter detailing your relevant experience and qualifications.

Department: Østmarken 3a, Søborg

Lokation: Copenhagen