Product Manager

The Product Manager is responsible for defining, prioritising, and delivering Managed Services & SaaS Operations capabilities that improve customer satisfaction, operational performance, and business outcomes. The role acts as the bridge between business, operations, and technology, translating strategy and customer needs into a clear roadmap and measurable delivery.

Key Responsibilities

• Own the vision, strategy, and roadmap for Managed Services & SaaS Operations delivery platforms.
• Act as the voice of the customer within DevOps and service delivery teams.
• Manage and prioritise the DevOps backlog to balance feature delivery, service quality, and technical debt.
• Collaborate cross-functionally with engineering, operations, product, sales, and support teams.
• Drive service innovation, automation, and continuous improvement.
• Define and monitor service KPIs, SLOs, and operational performance metrics.
• Oversee delivery of service enhancements and operational process improvements.
• Communicate service performance, adoption, and outcomes through dashboards and reporting.

Experience & Skills Required

• 5+ years’ experience in solution management, service delivery, or Managed Services / SaaS operations.
• Strong understanding of IT service management frameworks (e.g. ITIL).
• Experience owning and delivering service-oriented or platform solutions.
• Ability to translate business objectives into actionable technical requirements.
• Excellent stakeholder management, communication, and prioritisation skills.
• Experience working with SaaS, cloud platforms, and Agile delivery models.
• Degree in a relevant discipline or equivalent professional experience.
• Desirable certifications: CSPO, ITIL Foundation, PMP; experience in enterprise or regulated environments.