Closing on: May 20, 2025
Job Category: Product Management & Strategy
Job Type: Full Time
Job Location: Remote
Job Title: Product Manager (IT Managed Services)
Level: Mid to Senior
About the Role
We’re hiring a Product Manager to lead our IT Managed Services portfolio, including end-user support, infrastructure services, licensing, and device management. This role will oversee service packaging, pricing, delivery alignment, and customer experience, ensuring scalability, efficiency, and profitability across support offerings.
Key Responsibilities
Service Development & Optimization
- Define and manage offerings such as helpdesk, remote support, device management, patching, licensing management, and infrastructure support.
- Optimize service levels, SLAs, and delivery processes.
- Key Performance Indicators (KPIs):
- Improve SLA adherence to 95 %+
- Maintain end-user CSAT above 90%
- Reduce ticket resolution time by 20% over 12 months
- Contribute to 20% growth in managed service contracts
Process & Platform Integration
- Work with internal teams to standardize operations using ITSM tools (Zoho Desk).
- Define automation opportunities to reduce manual workloads and ticket backlogs.
Sales & Commercial Enablement
- Create collateral and pricing models to support sales of managed services.
- Participate in solution workshops and proposal support with sales teams.
Customer Success Alignment
- Collaborate with customer success to ensure smooth onboarding and service reviews.
- Track performance and feedback to continuously improve the offering.
What You’ll Bring
- 4+ years in product management, service delivery, or technical operations within IT services
- Understanding of managed service provider (MSP) business models
- Experience with remote support, helpdesk workflows, and ITSM platforms
- Ability to build scalable services that balance customer satisfaction with operational efficiency.
Why Join Us?
- Help define and grow the core engine of our service business
- Build customer-first managed solutions in a fast-growing tech environment
- Collaborate across teams to deliver real value to businesses
How to apply: Send your CV to our email at [email protected] and fill in the form below.