Services that matter
Annual report of the Department of Service & Innovation 2024
Managing technology and personnel
"I was changing jobs when I had a great conversation with a former head of division. He had such passion and a clear vision, and I just caught it," says Sigrún Lára Sverrisdóttir, smiling as she recalls how she started working for Reykjavík.
We work with solutions like Microsoft 365, Atlassian, Torgið and others. Solutions that people use every day. Our job is to make sure these products work well, get used to their full potential and stay in good shape.
Leads product management team
Today she leads a product management team that oversees the wide range of digital solutions the City uses, both for internal operations and services for residents.
She describes the work as both dynamic and important: "We work with solutions like Microsoft 365, Atlassian, Torgið and others. Solutions that people use every day. Our job is to make sure these products work well, get used to their full potential and stay in good shape.
It's not just about technology
Product management isn't just about technical operations — it's also about managing the big picture. "We handle maximizing license usage and making sure systems don't turn into some technical monster that nobody understands. That actually happens a lot when no one takes ownership of the system.“
Although the team is housed in the Department of Services and Innovation, it works across the entire City. "We work with all departments because many of these solutions are centralized and touch many people. It's essential that we stay in close contact with both service users and those with oversight, like the digital transformation leads. That's how we often find ways to share solutions and save money."
Some solutions require deep technical knowledge, while others depend more on a service mindset and collaboration. This isn't about being the best at everything — it's about pairing strengths with projects.
Mindset is everything
Sigrún Lára emphasizes that a product manager needs the right mindset. "This is very much a people-focused job. You need to listen to people, understand what they need and respond to it. You also need to take initiative, spot opportunities and think: What can we improve? Where can we save money?“
She says it matters that the right person works with the right product.
"Some solutions require deep technical knowledge, while others depend more on a service mindset and collaboration. This isn't about being the best at everything — it's about pairing strengths with projects."
Challenges and benefits
Last year the product management team faced the challenge of getting product management up and running. Active product management is a crucial part of making solutions sustainable and should be part of necessary operating costs. "We had to show the departments what we're doing and why it matters. People naturally want to know what they're paying for, and we have to be ready to explain it — always."
But the benefits have been evident. "For example, the Azure Future project achieved major savings. We had a product manager there who had both the interest and time to dive deep into the details. That made all the difference."
She also points to various human resources and payroll solutions as examples: "The product manager there has worked very well with their department, and it has made implementations easier and improved services."
We're aiming to have all major centralized solutions under product management. That way we can provide better services to departments and prevent unnecessary costs.
The future requires preparation
Sigrún Lára is optimistic about what's ahead. "We're aiming to have all major centralized solutions under product management. That way we can provide better services to departments and prevent unnecessary costs.
She says the future also requires preparation, though. Artificial intelligence and automation are making inroads, and we need to be ready to tackle that. "But that won't happen unless we have time and space. If we're stuck fixing old systems and chasing technical debt, we won't capitalize on the opportunities the future offers. That's what product management is all about. Creating space for innovation and strengthening the foundation the City builds its services on."