Product Owner and Digital Service Manager

The candidate who will fill the role of Product Owner and Digital Service Manager will have the following responsibilities:

• Own the product strategy, roadmap and lifecycle of IDV's digital service portfolio, including Fleet Management Systems, Data Management Systems, Microsoft Dynamics CRM and multichannel customer service platforms.
• Translate customer and business requirements into product enhancements, system developments and service improvement initiatives.
• Prioritize and manage the product backlog, coordinating development activities with ICT teams and external technology partners.
• Drive the continuous evolution, integration and customization of digital platforms to support business and customer needs.
• Act as the key interface between Customer Service, ICT, Engineering, Operations and external suppliers.
• Ensure the effective delivery and operational performance of digital services, monitoring KPIs, SLAs and customer satisfaction levels.
• Lead incident, escalation and problem management activities, ensuring timely resolution of complex service issues.
• Oversee third-level support activities and coordinate the implementation of corrective and preventive actions.
• Lead the evolution and optimization of Microsoft Dynamics CRM and related customer engagement solutions.
• Collaborate with ICT teams on cloud-based solutions and platform architecture within the Microsoft Azure environment.
• Manage and develop a team of Digital Service Specialists, fostering a culture of accountability, collaboration and continuous improvement.
• Identify opportunities for innovation, automation and process optimization to enhance service quality, operational efficiency and user experience.