ITSM - Product Designer

We made history and now we work to transform the future – for our customers, our communities and our families. You'll see your work on the road every day, helping people move freely and pursue their dreams. At Ford, you can build more than vehicles. Come build what matters.

Enterprise Technology plays a critical part in shaping the future of mobility. If you’re looking for the chance to leverage advanced technology to redefine the transportation landscape, enhance the customer experience and improve people’s lives, this is the opportunity for you. Join us and challenge your IT expertise and analytical skills to help create vehicles that are as smart as you are.

In this position...

The ITSM Product Manager turns stakeholder needs into clear, prioritized work and coordinates delivery across internal teams and external partners. The role supports quarterly planning, manages incident and service request queues, shapes requirements into actionable work, and organizes delivery cycles. It also coordinates ITSM processes and integrations, communicates progress and risks, and helps teams manage priorities, dependencies, and customer expectations. Success calls for Jira experience, Agile exposure, strong communication, and effective coordination skills. fffWhat you'll do....

• Manage demand intake: Partner with internal stakeholders to understand new work requests, clarify needs, gather additional requirements, and confirm expected outcomes.
• Shape work for delivery: Translate requests into clear, actionable work items. Determine an appropriate level of detail, identify dependencies and blockers, and coordinate further requirements or solutioning as needed.
• Manage the backlog and delivery plan: Organize and prioritize team work, plan delivery cycles, and coordinate assignments across development and design resources. Partner with external stakeholders during quarterly planning to review proposed work, understand priorities, and align on commitments.
• Manage support queues: Monitor and coordinate incoming incidents and service requests, ensuring work is appropriately routed, tracked, and addressed.
• Coordinate delivery teams and external partners: Facilitate team meetings and delivery check-ins, clarify ownership and expectations, and coordinate work across internal teams and external partners.
• Support ITSM capabilities: Coordinate product and process work across service management functions, including service requests, incidents, changes, problems, and knowledge management.
• Coordinate integrations: Manage planning and delivery of integrations that connect ITSM capabilities with other enterprise platforms, services, and data sources.
• Engage customers and stakeholders: Communicate status and expectations, obtain decisions and approvals, and work with stakeholders to address blockers and support successful delivery.
• Manage risks and escalations: Identify urgent issues, delivery risks, and impediments, and bring them to the attention of the appropriate stakeholders.
• Improve delivery practices: Contribute to improvements in work-management practices, governance, team coordination, and delivery processes.
• Make day-to-day product decisions: Prioritize work and determine its appropriate scope and breakdown in alignment with team objectives and stakeholder needs. The ITSM Product Owner will provide guidance and serve as an escalation point for decisions or issues requiring additional support.
• Collaborate across the product team: Share information, coordinate responsibilities, and provide coverage to support continuity of work.

You’ll have….

• Bachelors Degree
• Required experience using Jira to manage work, backlogs, or delivery tracking.
• Required exposure to Agile ways of working, such as sprint planning, stand-ups, and iterative delivery.
• Strong skills in prioritization, work breakdown, requirements clarification, and delivery coordination.
• Effective communication and stakeholder-engagement skills, including experience working with external stakeholders.
• Ability to manage competing priorities, identify dependencies, and follow through on blockers and escalations.
• ServiceNow platform knowledge is a plus.
• IT Service Management (ITSM) experience is a plus.
• Vendor or external-partner management experience is preferred.

Even better, you may have…

• Masters Degree
• Support queues are monitored, appropriately routed, and managed in line with established response expectations.
• Work items are clear, actionable, and sufficiently refined for delivery planning.
• Quarterly planning with external stakeholders results in clear priorities and aligned commitments.
• Delivery cycles are organized, with work and ownership clearly communicated.
• Stakeholders understand status, next steps, decisions needed, risks, and changes in expectations.
• Blockers and escalations are identified and addressed in a timely manner.
• Integration and cross-team dependencies are considered during planning and delivery.
• Product responsibilities are coordinated effectively, supporting continuity and reliable coverage.
• Delivery and work-management practices are reviewed and improved as needed.

You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!

As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder…or all of the above? No matter what you choose, we offer a work life that works for you, including:

• Immediate medical, dental, vision, and prescription drug coverage
• Paid parental leave, new parent ramp-up programs, subsidized back-up child care and more
• Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments and more
• Vehicle discount program for employees and family members and management leases
• Tuition assistance
• Established and active employee resource groups
• Paid time off for individual and team community service
• Generous vacation time, sick/personal time, and paid holidays, including between Christmas Eve and New Year’s Day

This position is a salary grade 7 and ranges from $99,600-$166,600. Final determination of salary grade will be based on candidate's skills and experience, and base salary will be set within the applicable range according to job scope, responsibility and competitive market value.

For more information on salary and benefits, click here:

Visa sponsorship is not available for this position. Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660. This position is hybrid with a requirement to be onsite four or more days per week.