Role Overview
We are seeking an experienced IT Product Manager to lead the development, evolution, and optimisation of our productised IT services within a fast-paced Managed Service Provider (MSP) environment.
In this role, you will be responsible for the full lifecycle of multiple service offerings—including Microsoft 365 & Azure. Working cross-functionally with technical teams, vendors, sales, and service delivery, you will define product roadmaps, standardise service packages, and ensure that our offerings deliver consistent value across our diverse client base.
Key Responsibilities
* Define and own the roadmap for the MSP’s core IT service offerings
* Develop, manage, and maintain a catalogue of productised services that are scalable, repeatable, and profitable.
* Gather feedback from clients, account managers, service desk, and engineers to drive continuous product improvement.
* Ensure each product has clearly defined SLAs, KPIs, pricing models, documentation, and support processes.
* Collaborate with marketing and sales to position products correctly and support go-to-market activities.
* Evaluate and onboard new tools, platforms, and vendor solutions that enhance service quality or efficiency.
* Own and maintain product documentation, including internal knowledge base articles, onboarding templates, and service guides.
* Manage technical pilots or internal testing of new product features or platforms.
* Monitor and report on product performance, customer satisfaction, and uptake across the client base.
* Ensure services are compliant with security and regulatory standards (e.g. ISO 27001, Cyber Essentials Plus).
* Work closely with technical architects and engineering leads to ensure technical feasibility and service alignment.
Essential Skills & Experience
* Proven experience as a Product Manager within a Managed Service Provider or IT service business.
* Strong technical understanding of MSP service stacks: Cloud Services, Infrastructure etc
* Ability to manage and evolve standardised IT solutions that work across multiple customers.
* Experience working with internal and external stakeholders to define service scope, pricing, and delivery processes.
* Commercial awareness and ability to balance cost, risk, and benefit in product decisions.
* Skilled at translating technical requirements into marketable and supportable service offerings.
* Understanding of ITIL processes and service lifecycle management.