OVERALL PURPOSE OF THE JOB

• The Product Owner for Vessel Services is responsible for defining and delivering high-quality IT services that enhance employee productivity and experience. Acting as the bridge between business stakeholders and IT teams, the Product Owner ensures that vessel services—such as endpoint management, collaboration tools, PMS (database) solutions, and digital workplace technologies—are aligned with business needs and continuously improved.
• This role requires a proactive, hands-on approach, engaging with users, managing service enhancements, and driving innovation to create a seamless and efficient IT experience. The successful candidate will be able to demonstrate the following key personal attributes:
• User-Centric Mindset: Passionate about improving IT services for Vessels.
• Proactive & Hands-On: Willing to dive into technical challenges and collaborate on solutions.
• Strategic Thinker: Ability to align vessel IT services with business goals and future needs.
• Problem Solver: Analytical mindset with a drive for continuous improvement.
• Strong Communicator: Able to translate technical concepts into business-friendly language.

KEY RESPONSIBILITIES AND TASKS

Product Ownership & Service Management:

• Own and define the vision, roadmap, and backlog for vessel IT services.
• Prioritise service improvements, new feature requests, and enhancements based on business needs and impact.
• Ensure vessel IT services align with business goals, compliance requirements, and user expectations.
• Act as the voice of the user, gathering feedback through various channels to refine services continuously.

Stakeholder Engagement & Communication:

• Work closely with business units, IT teams, and external partners to understand, document and continuously review requirements and expectations.
• Lead the vessel support teams to ensure high-quality service delivery and continuous improvement.
• Provide clear, transparent communication on service roadmaps, progress, and incident resolutions.

Hands-On Implementation & Problem Solving:

• Work directly with vessel /PMS IT engineers, vendors, and development teams to troubleshoot issues and implement solutions.
• Support the deployment of new tools and technologies, ensuring smooth adoption across the organisation.
• Conduct hands-on testing, validation, and vessel training when required.

Performance & Continuous Improvement:

• Establish and maintain service performance metrics, reporting, and governance while working with service leads to monitor KPIs, user satisfaction, and incident reports, proactively identifying and mitigating risks.
• Lead problem management initiatives, driving root cause analysis and long-term fixes.
• Ensure seamless transition of new or modified services into live operations by defining service acceptance criteria and facilitating a smooth handover from project teams to operations.
• Champion ITIL processes, including Change, Release, and Service Transition Management, to enhance service stability and governance.
• Champion automation, self-service, to improve vessel support and PMS implementation.

Compliance & Security:

• Ensure vessel IT services adhere to security policies, regulatory requirements, and IT governance frameworks.
• Collaborate with security and compliance teams to mitigate risks and enhance service resilience.