Product Manager – Tooling

📋 Description

• Take ownership of the product vision, roadmap, and backlog for all internal Managed Services tools, with HALO ITSM serving as the primary platform.

• Ensure that the tools facilitate efficient, scalable, and auditable service delivery across all customer accounts.

• Convert operational, service, and business requirements into well-defined, prioritized product backlog items.

• Manage competing demands from various teams, ensuring that tooling development prioritizes maximum operational value and risk mitigation.

• Serve as the authority on the scope, configuration standards, and intended use of tools, preventing tool proliferation and inconsistent practices.

• Assess tooling changes for operational impact, ensuring alignment with ITIL practices and controlled implementation.

• Promote continuous improvement through data-driven insights, KPIs, user feedback, and service performance trends.

• Represent internal tooling in governance forums, service reviews, and leadership discussions.

⛳️ Requirements

• Proven experience in a Product Manager, Service Tooling, or Service Management role within a Managed Service Provider (MSP) or a complex IT environment.

• Strong knowledge of ITIL practices and their relevance to service delivery through tooling.

• Experience overseeing or governing ITSM platforms and their associated tool ecosystems.

• Excellent skills in backlog prioritization and stakeholder management.

• Capability to convert operational challenges into clear product specifications.

• Comfort in balancing strategic direction with immediate operational needs.

• Data-driven perspective focused on measurable outcomes and value creation.

• Articulate communicator, able to engage effectively with both technical and non-technical stakeholders.

• Familiarity with ITSM platforms (e.g., HALO or similar).

• Knowledge of supporting tools such as telephony/contact center platforms and remote support solutions.

• Understanding of Managed Services operational models and governance expectations.

🏝️ Benefits

• Autonomy to enhance and expand your skills and experience.

• Participation in exciting projects that contribute positively to society.

• Strong, inspiring, and thought-provoking leadership.

• A supportive and collaborative working environment.

• Access to development resources including LinkedIn Learning, a management development program, and training opportunities.

• Wellness program featuring a 24/7 confidential employee assistance service.

• Social activities including Breakfast Tuesdays, Thirsty Thursdays, and monthly Pizza events, along with commitment to charitable initiatives.

• Generous time off policy with 25 days of annual leave.

• Pension Salary Exchange Scheme with a 4% employer contribution and a 5% employee contribution.

• Life Assurance coverage of four times the base salary.

• Non-contributory Private Medical Insurance that includes coverage for spouses and dependents.

• Non-contributory Worldwide Travel Insurance that covers spouses and dependents.