Assistant Director - Product Manager - Managed Services

The candidate will be the product owner and therefore the overall representative of the company product portfolio for Service. In this role, the Assistant Director will be responsible for creating and maintaining a product portfolio with a P&L and will work with cross functional teams to release new and / or enhancements to the product portfolio.

He or she will operate at a senior level across all lines of business and shared service departments to ensure that company product portfolio is providing options for a service differentiated model from order to cash and that this is aligned to understanding the customer and market requirements whilst also providing an improved customer experience, all at the right cost / price points.

This position will work in as an integral part and in partnership with the Business Operations and Service Design teams within a product governance model for strategic product planning, cost analysis, release and deployment.

The role will grow to include API and customer portal.

Main duties and responsibilities - 

- Create and maintain a product portfolio and P&L

- Release new products or enhancement to existing products via the NPI process

- Work /Manage cross-functional teams to build product orientated service packages

- Own differentiated Lifecycle Services product training, marketing collateral, sales enablement & communications to the broader business

- Customer centricity: Understanding customer requirements and market trends to bring true value to the product portfolio.

- Understand/appraise service designs and articulate the value of such services

- Drive and manage the financial growth of our service differentiated service offering

- Create and maintain a Special Product Request process.

- Support requests for any required special pricing and support to increase win rates and drive short term growth

- Determine and own key initiatives that will improve customer experience to build longer term growth and reduce churn

- Participating in workshops and presentations to support Sales and determine customer requirements first-hand

- Track the market and key trends with a view to enhancing our product portfolio

- Collaborate with key Product, Sales, Engineering, Service Delivery, Service Assurance and Billing stakeholders to drive key initiatives and developments

- Be a trusted advisor on the products and market you represent

- Planning and execution of go-to-market and launch activities

- Evangelize our services and thought leadership internally and externally

Summary of qualifications and knowledge requirements

- Product Manager for at least 5 years with a managed services business

- Experience working in a dynamic, innovative environment

- Working knowledge of ITIL v3 Service Management best practice intermediate level

- Broad enough understanding of the wider network, security and UCC market in order to work with the Product SMEs to determine joined-up value propositions

- Working knowledge of New Product Introduction / Development processes

- Strong presentation skills to get ideas across that are targeted to the audience and delivered with conviction

- Understand the trends associated with user / customer experience

- Financial budgeting and reporting of Sales and P&L performance

- Clear communicator in English

- Stakeholder management

- Degree qualified in a relevant technical or business subject is highly preferable

- Comfortable working for an International Organization composed of multiple cultures, language accents, different time zones on a day-to-day basis

Skill and attributes

- Communication skills both spoken and written - Knowledge of a 2nd language is an asset

- Strong Office 365 skills

- Process, results and people oriented

- Comfortable, confident and experienced in dealing with Senior level contacts

- Strong people management skills required for staff, customers and suppliers

- Excellent presentation and communication skills such as will be required to create strong working relationships

- Works well under pressure and is at his/her best when delivering the product

- Ability to lead, coach and mentor subordinates

- Works well part of multidisciplinary teams, which are expected to reach a common goal