Service Product Owner - FiServ DNA

POSITION SUMMARY: The Service Product Owner (SPO) is accountable for the execution of strategic initiatives across one or more enterprise services and applications. This role ensures that approved business and customer needs are translated into clear execution plans, delivered predictably, and realized as operationally sound services and applications.

Acting as the execution-focused Experience Owner, the SPO owns delivery direction, sequencing, and tradeoffs throughout the initiative's lifecycle. While Customer Success and Business Leads define priorities and desired outcomes, the SPO owns how initiatives are executed, serving as the primary escalation point when delivery, integration, or service readiness is at risk.

The SPO applies Agile delivery, ITIL service management, and product practices as execution frameworks to ensure initiatives result in stable, supportable outcomes.

***FiServ DNA Experience Required***

DUTIES AND RESPONSIBILITIES:

Initiative Execution & Decision Ownership

• Own execution of approved strategic initiatives within assigned services and applications.
• Translate ACA and business needs, shaped by planning consultants, into achievable delivery plans and commitments.
• Serve as the decision-maker for delivery direction, feature sequencing, and execution tradeoffs.
• Act as the primary escalation owner for delivery risks, dependencies, and execution breakdowns.

Plan–Build–Run Execution (Agile ITIL)

• Define and maintain execution backlogs, delivery plans, and lifecycle artifacts tied to initiative milestones and service readiness. Define and maintain execution backlogs, delivery plans, and lifecycle artifacts tied to initiative milestones and service readiness.
• Partner with delivery teams and Program Managers to manage sequencing, dependencies, and execution flow.
• Partner with Service Managers to integrate incidents, RCAs, and operational insights into execution decisions.
• Act as a key stakeholder in go/no-go decisions for initiative releases and service changes.

Services & Applications Accountability

• Define and maintain service and application definitions, 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.

Stakeholder, Vendor & Financial Alignment

• Collaborate with internal teams, vendors, and partners to align execution plans and delivery expectations.
• Provide accountability for vendor performance related to initiative execution.
• Help ensure delivery aligns with budgets and consumption models in partnership with Finance, Procurement and EPMO.
• Communicate execution status, risks, and outcomes clearly to stakeholders.

Continuous Improvement

• 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.

ADDITIONAL RESPONSIBILITIES:

·         Participates in focus groups, workgroups, product forums, and leadership committees to gather information and/or present information that leads to business-based decisions and directions.

·         Conducts service and product visits at the customer site to review existing products and services used.

·         Will help other business and technical consultants with learning and understanding product ownership skills and best practices.

·         Other related duties as assigned.