The Service Product Owner (SPO) is accountable for delivering approved strategic initiatives across enterprise services and applications. This role converts business and customer needs into executable plans, drives predictable delivery using Agile and ITIL practices, and escalates risks related to delivery, integration, or service readiness.
Accountabilities
- Own execution of approved strategic initiatives within assigned services and applications.
- Translate ACA and business needs, shaped by planning consultants, into delivery plans, commitments, and execution direction.
- Make decisions on delivery direction, feature sequencing, and execution tradeoffs.
- Serve as the primary escalation owner for delivery risks, dependencies, and execution breakdowns.
- Define and maintain execution backlogs, delivery plans, and lifecycle artifacts tied to initiative milestones and service readiness.
- Coordinate with delivery teams and Program Managers to manage sequencing, dependencies, and execution flow.
- Partner with Service Managers to incorporate incidents, RCAs, and operational insights into execution decisions.
- Participate as a key stakeholder in go/no-go decisions for initiative releases and service changes.
- Define and maintain service and application definitions, including commitments, SLAs, and KPIs relevant to initiative execution.
- Ensure execution decisions support operational readiness, compliance, and reliability.
- Participate in post-implementation reviews to validate execution outcomes, adoption readiness, and operational stability.
- Collaborate with internal teams, vendors, and partners to align execution plans and delivery expectations.
- Provide accountability for vendor performance related to initiative execution.
- Partner with Finance, Procurement, and EPMO to help ensure delivery aligns with budgets and consumption models.
- Communicate execution status, risks, and outcomes clearly to stakeholders.
- Identify execution and delivery improvement opportunities across services and applications.
- Drive enhancements that improve delivery predictability, service stability, and business outcomes.
- Ensure accuracy of execution-related artifacts, including audits and CMDB updates.
- Participate in focus groups, workgroups, product forums, and leadership committees to gather and present information that supports business-based decisions and directions.
- Conduct service and product visits at customer sites to review existing products and services in use.
- Support other business and technical consultants with learning and understanding product ownership skills and best practices.
- Perform other related duties as assigned.
Core Technologies
Minimum Education and Experience
- Bachelor’s degree with a minimum of 7+ years of senior level Business Analyst or Solutions Consulting within technology and/or financial services.
- Advanced degree is a plus.
- Hands-on experience executing initiatives using Agile and ITIL frameworks.
- Strong escalation management and execution decision-making.
- Experience in regulated or fintech environments is preferred.
Skills and Working Style
- Ability to communicate effectively with staff, management, and executives verbally and in writing.
- Ability to work independently and collaboratively while organizing and managing multiple projects from inception to completion with cross-functional teams.
- Ability to balance speed, quality, and operational risk.
- Ability to coordinate work aligned to ACA business usage and practices.
- Ability to report issues, solve problems efficiently, and make sound decisions.
- Ability to manage job-related stress and interactions with clients, colleagues, and external parties.
Location and Travel
Location: Springfield, MA (hybrid).
Travel: All roles require periodic travel to Springfield, MA for company meetings, events, and team activities.
Work arrangement: This role is designated as hybrid, with the opportunity to work from home on Mondays and Fridays and work in the office on Tuesdays, Wednesdays, and Thursdays. Exceptions may be made based on business needs, and the company retains the right to change a position’s designation at any time.
Benefits
- Competitive earnings
- Hybrid and remote work options
- Tuition reimbursement
- Generous 401(k) matching
- Development opportunities through company-sponsored trainings and certifications
Essential Functions and Physical Requirements
- Ability to report to work in person and attend work-related functions and activities.
- Ability to work at a desk and use a computer for extended periods.
- Ability to lift, carry, and move objects up to 10 pounds occasionally.
- Ability to occasionally travel as required.
- Ability to type, use various software programs efficiently, and operate general office equipment.
- Ability to work in an office setting with moderate noise levels.
- Ability to concentrate on details when reviewing documents and analyzing data.
- Ability to manage multiple tasks and deadlines while maintaining accuracy and efficiency.
- Ability to work scheduled hours and overtime as needed.
- Additional physical demands may include frequent talking or hearing, occasional push/pull, stoop/kneel, bend/twist, and reach to retrieve or move items in a typical office environment.
Reasonable Accommodation
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of their position.
