Service Product Manager

We are seeking an experienced Product Service Manager to lead the delivery and operational

management of customer-facing digital products across web and mobile channels. In this

dual-focused role, you will combine product management with hands-on service management,

working across multiple client engagements to define and evolve product requirements, while

ensuring the ongoing support, stability, and performance of live platforms.

Skills

• 10+ years of experience in product management, with exposure to service or platform operations management.
• Demonstrated experience delivering and managing customer-facing web and mobile applications in a complex, multi-stakeholder environment.
• Background working across CRM systems, payments platforms, and customer service tooling.

Product Management

• Strong command of agile delivery methodologies, backlog management, and user story writing.
• Proven ability to define requirements through structured user story definition, specifications, and acceptance criteria.
• Experience running effective prioritisation and planning sessions with business and client stakeholders.

Service Management

• Familiarity with ITIL or similar service management frameworks for incident, change, and

problem management.

• Ability to manage support queues, triage tickets, and coordinate resolution across technical and operations teams.
• Experience maintaining SLAs and communicating service performance through regular reporting and review cadences.

Communication & Leadership

• Confident in communicating on a technical level with engineering and architecture teams, and translating technical concepts into functional language for business stakeholders and clients.
• Strong stakeholder management skills with the ability to influence priorities, manage expectations, and build trusted client relationships.
• Experience overseeing technical leads and development teams, providing clarity on direction, managing capacity, and ensuring team alignment and output quality

Reach out to [email protected] for discussion!