Senior Product Manager

The Associates Global Ltd
70000.00 - 75000.00 GBP Annual + + Bonus 20%, Car 7k, Benefits
13 Sep 2017
11 Oct 2017
Contract Type
The Associates are looking for a Senior Product manager to assume ownership of the Support Services product portfolio in Europe across the entire product lifecycle to optimise financial return and customer value to meet and exceed overall business objectives. The position also includes overall leadership for the service catalogue for the team as well as specific defined responsibilities for the service catalogue. This is not a Technically focussed role and you do not have to come from a Service management background but will require a strong understanding of Service Management. What we require the Product Manager to truly understand the customer experience as well as have demonstrable experience in innovatively communicating with clients to ensure maximum uptake on new products and services.

The role is fully accountable for optimising end-to-end service performance to meet and exceed targets in terms of customer outcomes, customer experience, service delivery, SLA, operational efficiency, overall cost and unit cost and is accountable all aspects of service delivery and operational performance for the products in scope.

Key objectives include:

- Product planning to drive profitable growth by identifying high-margin market opportunities, prioritising products for maximum return and ensuring resources are focussed on priorities

- Product Service introduction to focus on quality & predictable product outcomes, minimising time to market and using resources efficiently

- In-life Product Management to optimise financial return to "The client", optimise client value & customer experience to drive volumes and ensure cost-optimised operations

- Product retirement: Withdraw unprofitable products, Protect revenue via pro-active client migration and Redeploy assets and resources to more profitable products

Service Catalogue Management to ensure clear process and governance over the Service Catalogue, ensure accuracy and completeness of content and status information, maximise adoption and usage of the Service Catalogue and drive development of catalogue capability and provide overall leadership on the overall approach

The scope spans the entire product lifecycle product initiation to withdrawal as well as the entire client lifecycle from quote to cash, including Service Design, Service Transition, Service Operation, Contract Management and Service Management.

The role will own & drive the following:

- Requirements for Support Services, assessing and driving the prioritisation of development and retirement activity with Group, Regional and Country teams.
- Own product plan and business case development, including full assessment of revenues, resource and cost estimates for new service introduction, enhancements and withdrawal initiatives, agreed with relevant stakeholders in order to create the overall business case.

- Feasibility and design assessments as part of new service introduction across all aspects of service delivery for in-scope products

- Review and validation of all proposed operational and technical content in collateral and other materials relating to service delivery as part of new service introduction, including coordination and rationalisation of service delivery team and all key stakeholder feedback

- Supporting and driving the service delivery teams in the new service introduction build and test phases, including supporting the service delivery team training, to ensure products are built as designed and feedback for improvement is captured.

The role will also lead activity related to the Service Catalogue and work closely with the other Product Managers in the team to ensure:

1 - Process and Governance

2 - Content

3 - Adoption and Usage

4 - Leadership and influence

As the Senior Product Manager you should demonstrate excellent communication skills, be proactive and excel at leading and working with extended virtual teams. They should have strong interpersonal skills with the ability to engage and negotiate effectively with a variety of stakeholders at all levels.