Craig Fowler

About Craig Fowler

IT Change Management professional with over fifteen years of implementing and developing ITIL Change models, managing teams of Change Analysts, transforming adoption of Servicenow, engaging with Managed Service Providers, outsourcing partners and Vendors. Key Skills• IT Change Management: Implemented ITIL Change best practices enterprise wide with more than seventeen years’ ITIL experience and consistently saved time and money by ensuring that departments followed them. • Designed and implemented KPIs and SLAs gaining data insights to optimize processes, measure results and drive change.• Process Optimization: Identified business opportunities to mature and build existing processes to maximize efficiency with automation and build new process to meet business needs leveraging SLA and KPIs. • Leadership: Led and built professional teams in Australia, Asia and the U.S. interfacing and networking with internal Lines of Business to meet business demands. Trained and mentored IT co-workers.• Communication: Responsible for enterprise wide change process communication, process enhancements and trainingSkills: IT Change Management, ITIL, Service Improvement, ServiceNOW, Documentation, Communication

Experience

1. Vice President - Product Lead (Change)

   JPMorganChase

   Apr 2025 — Present · San Francisco, CA, US

   As a Product Manager specializing in the ServiceNow platform within the ITSM domain, I am dedicated to developing and communicating a clear product vision and strategy that aligns with business objectives and customer needs. My role involves conducting market research and competitive analysis to identify trends and opportunities for innovation, ensuring our products remain at the forefront of the industry.I define and maintain a comprehensive product roadmap, prioritizing initiatives based on business value, customer impact, and technical feasibility. Collaborating closely with cross-functional teams, I lead the product development process from concept to launch, ensuring the timely delivery of high-quality products. Engaging with stakeholders and customers, I gather valuable feedback to validate product concepts and act as the voice of the customer within the organization.By defining and tracking key performance indicators (KPIs), I measure product success and drive continuous improvement through data-driven insights. Additionally, I create and maintain comprehensive product documentation, including user guides and training materials, to support our users and enhance their experience.

Education

• The Australian College of Commerce & Management

  Frontline Management Cert IV, Frontline Management

  2012 — 2013

Skills

• Change Management
• Documentation
• Hp
• Itil
• IT Operations
• Outsourcing
• Process Improvement
• Mentoring
• People Management
• Ms Office Suite
• Windows
• Sharepoint
• Microsoft Office
• Remedy
• Service Delivery
• Vendor Management
• Project Management
• Incident Management
• Sla
• Integration
• IT Management
• Service Management
• Bmc Remedy
• Mainframe
• Business Analysis
• Disaster Recovery
• Business Process Improvement
• Management
• Software Documentation
• Tso
• Program Management
• IT Strategy
• Servers
• Requirements Analysis
• Unix
• Team Leadership
• Sdlc
• IT Outsourcing
• IT Service Management
• Itil Certified