Product Owner - Service Level Management & Availability (Remote)

Job FamilyAgile Leadership Who We Are Transamerica has been helping people feel better about the future for more than 100 years. We provide investment, retirement, and life insurance solutions to more than 11 million customers throughout the U.S. But the way we see it, our responsibility goes beyond our clients' accounts. We're in the business of helping people live well and empowering them to create a better tomorrow through the financial and health-related habits they form today. We help people prepare by providing solutions that consider the whole picture. What We Do Transamerica is organized by lines of business (Life Insurance, Annuities, Mutual Funds, Retirement Plans, Employee Benefits, and Financial Assets), which are supported by Transamerica Corporate (Corporate Development; Finance; Internal Audit; Legislative, Regulatory & Policy; Office of the CEO; People, Places & Brand; Risk; and Technology). Job Description SummaryGlobal Technology Services (GTS) is Aegon's global IT partner that provides infrastructure services, information security and global/corporate application support for Aegon's businesses around the world. From 6 locations in the US, the Netherlands, UK, and Hungary, we support 20+ country units and 24000+ employees in the world. Our support consists of a wide range of centralized global IT services such as programming, database management, project management, agile/dev/ops, and more. We continue to maximize the value from having a clear digital and data technology platform strategy that extends our ecosystem, as an approach to digitization, enhancing customer experience, and improving operational efficiency. All of these teams work closely together to provide innovative and digital solutions as well as critical technology support. This is essential for enabling Aegon's businesses around the globe to be innovative, digital and competitive, efficient, and effective, and to provide the best solutions and customer experience for our customers and shareholders. This position will be part of the GTS Production Support function, specifically the Service level & Availability Management team which is responsible for defining, negotiating, implementing, and managing service levels and availability management reporting across the Aegon estate. The team establishes Service level agreements and underpinning operational level agreements and works with all business units to define KPI's, XLA's and SLA's which supports and underpins the services provided by GTS The team is globally located and utilizes an agile framework with a Product Owner. The Product Owner (PO) works closely with other ITSM PO's, the ITSM Product Manager, and business stakeholders to prioritize work across the Production Support area. The organization utilizes ServiceNow software branded as ASK for ITSM disciplines. Job Description What You Will Do: + Accountable for the definition, management, governance, and improvement of the Service Level Management process and maintain underlying structure of customer agreement portfolio. + Ensures that the Service Level Management process and working practices are effective and efficient + Work with GTS Service Owners to ensure that services deliver the agreed levels of availability to meet the needs of customers and users + Negotiates and agrees on the levels of Service to be delivered with the customer (either internal or external); formally documenting these levels of Service in XLA's, SLA's and OLA's. + Negotiates and agrees to OLAs and other SLAs and agreements that underpin the SLAs + Ensures that targets agreed to within underpinning contracts are aligned with SLA and SLR targets + Ensures that Service Performance Reviews are regularly performed, and any required actions are performed + Through Service reviews support and encourage the development of a continual improvement culture across the whole of GTS + Performs annual (as appropriate) reviews of the Service level management process and negotiates, agrees, and controls any necessary amendments + Ensure that improvement initiatives identified in Service Reviews are acted on and progress reports are provided to customers + Manages and co-ordinates the implementation of corrective actions, recording of residual business risk including communication to all stakeholders where necessary + Ensure products align with company global strategy and broader product strategies through regular communication with customers, stakeholders, and product management. + Appropriately self-directed; works with minimal guidance. + Research and evaluate best practice and customer-inspired insights that inform the products' vision and comprehensive strategy planning. + Establish and prioritize the product roadmap and its backlog in collaboration with the team. + Provide vision and serve as a champion of customer perspectives to the Agile team in the form of clearly written epics, themes, and user stories each with clear acceptance criteria in collaboration with the team. Help the team make business trade-offs between near term and long-term product goals. Provide leadership to make the hard calls on scope and competing priorities while realistically managing stakeholder demands + Engage in scaled agile practices and coordinate with other Product Owners (as needed) to promote cross-team alignment around product roadmaps and dependencies. + Lead regular backlog refinement workshops to help estimate relative feature value and update delivery forecasts to aid prioritization, minimize oversubscription of delivery teams and manage stakeholder expectations. + Lead product release planning with technical and business stakeholders and set expectation for delivery of new functionalities. + Collaborate proactively in ceremonies with team, build relationships with stakeholders and facilitate difficult conversations with them while decreasing or limiting escalations. + Participate in system demos at the end of the iteration and provide story/feature acceptance per the pre-agreed "Definition of Done" criteria. + Complies with information security policies. + Exhibits leadership skills. + Mentors and coaches others on processes and procedures. What You Will Need: Qualifications + Bachelor's degree in computer science or related degree or equivalent work experience + Solid understanding of the product lifecycle. + Experience with agile methodologies, technical understanding of products, and up to date on industry standards and best practices. + ITIL Foundation 4 Certification + Excellent time management skills including the ability to juggle multiple priorities simultaneously. + Strong decision making and problem-solving skills. + Ability to stay committed to the task even during times of frequent change or information delays. + Comfortable working with multiple teams, in-house and remote. + Excellent verbal and written communication skills. + Accurate and precise attention to detail. + Able to build strong interpersonal relationships with teammates, leadership, senior management, and internal and external stakeholders. + Proficient computer skills, Microsoft Office Suite; working knowledge of software development. + Has latitude for many decisions or changes to procedures and processes + Performs difficult assignments requiring a great deal of originality and problem solving. Preferred + Experience working with diverse cultures on an international level. + Product Owner certification (e.g., CSPO, Safe POPM). + Track record of continued and recent education in agile, including training, conferences, user groups and self-study. + Experience as a collaborative leader. + Demonstrable experience in ITSM disciplines, preferred in Service Level Management. + ServiceNow experience. + Experience with JIRA or a similar agile product management toolset. + Solid knowledge of project management methodologies; able to manage mid-size projects or projects of some complexity. Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to the Colorado Equal Pay for Equal Work Act and Equal Pay Transparency Rules. It is estimated based on what a successful Colorado applicant might be paid. It assumes that the successful candidate will be in Colorado or perform the position from Colorado. Similar positions located outside of Colorado will not necessarily receive the same compensation. Compensation: The salary for this position generally ranges between $ 100,800 - $ 138,600 annually . This range is an estimate, based on potential employee qualifications and operational needs . The range may vary above and below the stated amounts, as permitted by Colorado Equal Pay Transparency Rule 4.1.2 and other applicable local regulations . Bonus Eligibility: This position is also typically eligible for an A nnual B onus based on the Company Bonus Plan/Individual Performance and is at Company Discretion . Working Conditions + In office, work from home, or hybrid work environments available. + Work from home on a limited pre-approved basis only. + Non-traditional work hours as needed. + Minimal Domestic and International travel required. What You Receive: + A Comprehensive Wealth + Health package. + Wealth Benefits; Competitive Pay, Bonus, and Benefits Package + Health and Work/Life Balance Benefits Additional Salary Scales: UK £54,800 £68,500 £82,200 Expected Starting Salary Range: £54,800 £75,350 This position is also eligible for an incentive bonus NL Scale 10 € ,19 - € 93505,23 This position is not eligible for an incentive bonus What We Offer For eligible employees, we offer a comprehensive benefits package designed to support both the personal and financial well-being of our employees . click apply for full job details