Product Manager

Exp: 5 -10 years

Requirements:

We are looking for a Product Manager with deep expertise in ITSM / CSM solutions to drive the strategy, roadmap, and execution for our enterprise product line. The ideal candidate should have experience in developing, managing, and scaling SaaS-based ITSM or CSM platforms and a solid understanding of ITIL processes, incident management, service request management, knowledge management, and customer experience workflows

Key Responsibilities:

• Define the product vision, strategy, and roadmap aligned with business goals and customer needs. Identify market trends, competitive landscape, and opportunities in the ITSM / CSM space.
• Collaborate with stakeholders to prioritize features, enhancements, and integrations. Work closely with engineering, UX, and QA teams to deliver high-quality features on time.
• Write detailed product requirements (PRDs) and user stories for development teams. Ensure seamless integration of ITIL best practices within the product modules. Gather customer feedback through demos, surveys, and user interviews.
• Translate customer pain points into innovative solutions that improve ITSM / CSM workflows. Partner with customer success and sales teams to identify adoption barriers and drive enablement. Present product roadmap, metrics, and progress to leadership.
• Define and monitor KPIs like feature adoption, customer satisfaction (CSAT), time-to-resolution, and product usage analytics.
• Continuously improve product usability and performance based on data insights.

Required Skills & Expertise:

• Strong understanding of ITSM / CSM frameworks and ITIL processes. Hands-on experience with incident, problem, change, knowledge, request, and asset management modules.
• Familiarity with leading ITSM/CSM tools like ServiceNow, BMC Remedy, Salesforce, Freshservice, Jira Service Management, etc.
• Proven track record of managing SaaS-based enterprise products. Experience in roadmap planning, backlog grooming, and agile delivery.
• Strong business acumen to translate customer problems into product features.
• Excellent documentation skills for PRDs, user stories, and release notes. Strong communication, presentation, and stakeholder management skills.
• Analytical mindset with data-driven decision-making capabilities. Ability to work in a fast-paced, cross-functional, and global environment.

Mandatory Requirement:

• Proven exposure to AI in ITSM/Customer Service, including hands-on experience with AI chatbots, predictive incident management, or intelligent automation.
• Strong understanding of AI-native product management, with the ability to design, implement, and scale products that embed AI as a core capability rather than an add-on.
• Awareness of the strategic importance of AI-native platforms in modern enterprises—enabling faster ROI, improved employee and customer experiences, reduced operational costs, and a competitive edge over legacy ITSM solutions.

Preferred Qualifications

• Bachelor’s / Master’s degree in Computer Science, Information Technology, or related fields.
• Certified Scrum Product Owner (CSPO) or equivalent certification. Experience with customer self-service portals and workflow automation tools.