Job Details

Infrastructure & Operations-Senior Service Owner

FM Global
Johnston, Rhode Island, United States

Job ID 24 Date posted 04/25/2022 Locations Johnston, Rhode Island

More information about this job:


FM Global is a leading property insurer of the world's largest businesses, providing more than one-third of FORTUNE 1000-size companies with engineering-based risk management and property insurance solutions. FM Global helps clients maintain continuity in their business operations by drawing upon state-of-the-art loss-prevention engineering and research; risk management skills and support services; tailored risk transfer capabilities; and superior financial strength. To do so, we rely on a dynamic, culturally diverse group of employees, working in more than 100 countries, in a variety of challenging roles.


The Senior Service Owner is responsible for managing three to five Service Owners within the same functional area and leads in the capacity of a player coach of up to 5 teams (50, Compute & Storage / Network & IPT / Workplace & User technology professionals, and business analysts). This individual sets strategic operational direction, defines service levels, and manages risk associated with a service. The individual will establish and manage a service portfolio with clear metrics, continual service improvement plans, OKR's and "voice of the customer" process to ensure services meet the needs of the business. A key focus is on automation, infrastructure as code, cloud management, operational health, security, compliance, infrastructure implementations, performance, and incident management.

Key Technology within Service Areas:

Compute & Storage - Windows, Linux, IBM Mainframe, VMS systems, Enterprise Backup, monitoring tools, Virtualization, and Data Center

Networking & IPT - LAN, WAN, Wi-Fi, VPN, IPT/SIP voice, and Carrier Services

Workplace & User - Windows, VDI/AVD, Mac endpoint management, Mobile, Office 365 services Exchange/Outlook, Teams, and office products) and meeting room/video technologies

Summary / Responsibilities

Leads the journey product/service vision and is accountable for the alignment, prioritization of value, and oversight and cost management of all products/services in the journey. Ensures healthy product backlogs for all products within their journeys while striving for timely delivery, representing the customer and key partners.

Handles key senior business and information technology stakeholder's relationships for responsible products and services within scope of responsibility. Actively understands the "voice of the customer" from a services-based approach.

This is while balancing the core foundational infrastructure requirements for a highly available, performant, secure and feature rich set of foundational infrastructure services.

Provides guidance in assessing, mitigating, and handling product/service opportunities and risks. Defines and aligns the visions for all products/services within the journey.

Engages customers (other technology functions, users, vendors and engineering and operations teams) daily. Is accountable for the overall product management and brand of the various products/services within a journey.

Aligns stakeholder feedback into product and journey vision and roadmaps while effectively negotiating tradeoffs of conflicting priorities based on value to the business and customer. Manages and monitors the value of team delivery and product metrics.

Accountable for removing roadblocks, constantly communicating, and gaining alignment on product/service investments and strategy with senior business partners. Handles overall product/service delivery, partners with key business leaders to resolve open issues/questions quickly and efficiently to ensure timely delivery by all teams in the journey.

Actively and effectively uses metrics and suggests new solutions to increase the product's business value and usability, verifying the business value delivered by the product and how it aligns with the client's strategy.

Accountable for maintaining and communicating product vision and roadmaps for all products within the journey. Working with both engineering and operations teams as well as other key areas of strategy & business enablement, reviews and manages cost, delivery, implementation, training, and operations support plans for products within the journeys.

Accountable for product image, branding, satisfaction metrics (e.g. net promoting score/customer satisfaction score for all products in the journeys). Accountable for coaching, mentoring, developing SO talent, and for managing performance of all product/service owners in the journey.

Nurtures a culture of automation, efficiencies in delivery, communication/collaboration and use of metrics to drive decision making and accountability.


* 7-10 years' experience in information technology leadership, product management, server, network, application platforms engineering, Dev/SecOps, enterprise technology, endpoint, O365, and/or consulting.
* 3 to 5 years' IT Service Management, ITIL framework, customer experience, and service level management.
* Knowledge of agile practices in an enterprise infrastructure environment is highly preferred!
* A servant leader and role model with outstanding planning, analytical, decision-making, organization, communication, and teamwork skills. As well as strong enterprise infrastructure knowledge with the ability to influence others and build consensus.
* Accountable for supporting enterprise priorities. Able to make difficult and quick decisions daily with incomplete information for all products across the journey.
* Empowering and creative leader with experimental approach with demonstrated willingness to learn and develop others.


4 Year College Degree/Bachelors; Information Security / Assurance, Computer Science, Information Technology, or a related field. Or, equivalent work experience or technical training with a non-related degree. Master's Degree is a plus.

We offer our employees a wide range of benefits including career long learning opportunities, tuition reimbursement, 401 (k), pension, flexible schedules, rich health and well-being programs, generous time off allowances, volunteer days and so much more!

FM Global is an Equal Opportunity Employer and is committed to attracting, developing, and retaining a diverse workforce.

Please note that all FM Global visitors, including external candidates interviewing for open positions will be required to be vaccinated and should be prepared to provide proof of vaccination.

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