Your key responsibilities
- Define and communicate the product vision and strategy to all stakeholders.
- Manage and prioritize the product backlog, ensuring that the team is working on tasks that maximize business value and meet user needs.
- Collaborate with stakeholders to gather and refine product requirements.
- Serve as the primary point of contact for the development team, providing clarity and guidance on backlog items.
- Ensure that the development team understands items in the product backlog to the level needed for implementation.
- Assess value, develop cases, and prioritize stories, epics, and themes to ensure work focuses on those with maximum value aligned with product strategy.
- Participate in Agile ceremonies, including sprint planning, reviews, and retrospectives.
- Monitor product progress at each stage of the development process, and provide timely feedback.
- Keep abreast of industry trends, market changes, and the competitive landscape to ensure the product remains relevant and competitive.
- Analyze customer feedback and usage metrics to inform product refinements and future development.
Skills and attributes for success
To qualify for the role you must have
- Proven experience as a Product Owner or similar role in product management.
- Familiarity with Agile practices, Lean thinking, and new product development methodologies.
- Strong leadership and decision-making skills.
- Own the product roadmap and ensure aligns to business requirements
- Excellent communication and stakeholder management abilities.
- Ability to work closely with cross-functional teams to deliver high-quality products within tight deadlines.
- A customer-centric mindset with a focus on delivering value.
- Promotes operational excellence by challenging current practices and providing feedback on opportunities to improve within own area of responsibility (e.g., cost savings, resource optimization)
- Work closely with engineering & design teams to ensure the product features & functionalities aligns to the requirements
- Adapts to the style and cultural differences of others to enhance relationships
- Strong understanding of the Critical Success Factors (CSF) and KPIs aligned to Vendor SLA & SM process s to effectively analyze the process, review related procedures and standards in input/output of data.
- Strong analytical abilities to effectively compare data elements against these control metrics using standards such as ITIL and other guidelines as part of Vendor Management
- Solid interpersonal skills to engage in cross business/team discussions within a matrixed, geographically dispersed organization and to formulate, as required, credible ideas or insightfully challenge proposed options
Ideally, you ll also have
Product Management lead should effectively guide the product development process, ensuring that the team delivers valuable and relevant product features that meet both customer needs and business objectives.
- Confidence and ability to make decisions quickly and effectively, often under pressure.
- A focus on customer needs and the ability to translate customer feedback into actionable insights for product development.
- Capability to see the bigger picture and understand how data-driven insights fit into the overall product strategy.
- Ability to empathize with users, stakeholders, and team members to understand their perspectives and needs.
- Skill in negotiating priorities and scope with stakeholders and the development team.
- Ability to analyse data, understand trends, and draw meaningful conclusions that can influence product strategy.
- Aptitude for identifying problems and generating creative solutions that align with business objectives
- Willingness to work with cross-functional teams and build relationships with stakeholders from different areas of the business.
- Overall 10+years of product management experience in IT service desk industry
- Proficient in support experience tools such as Genesys, Qualtrics or equivalent
- Willingness to work in 24/7
