Product Service Manager, QuantSpark

• 3 – 4 years’ experience working to develop and manage software centric Products and Services
• A professional qualification in ITIL or a similar Service Management framework and experience implementing ITIL practices for a product or managed service
• Experience working with relevant tools, such as JIRA, Asana, ZenDesk/FreshDesk/similar
• Strong Client Management skills, able to communicate to users and service owners effectively, manage expectations and triage requests
• Experience working to identify risks of a live product or service, raising these with internal and external teams and working to mitigate them
• Understanding of Change Management controls and procedures, both in the context of business processes and software releases
• Experience supporting data-focused products. Understanding of related concepts, for example data structures, ETL pipelines and databases
• An understanding of AGILE, with experience working closely with project and product managers as part of project delivery
• Experience working with technical team members to build realistic delivery timelines and overseeing successful implementation
• Able to document processes and practices effectively, evangelising their application and updating as required
• Demonstrated ownership of a given service strategy/design, transition, operation as well as continual improvement

Desirable

• As a (Product) Service Manager at QuantSpark, you will oversee the continued value creation and maintenance of our software and analytics products
• You’ll work with various clients, helping to oversee the delivery of new features and changes whilst ensuring the existing service is maintained to the agreed quality levels
• You’ll work closely with Product and Engineering Managers to establish best in class Service Management practices, implementing them across the business
• You’ll be an excellent communicator with demonstrable client and stakeholder management skills with the ability to communicate with users and service owners effectively to manage expectations and triage issues and change requests
• Remaining calm under pressure when faced with incidents and service disruptions, you’ll have the ability to lead and motivate engineers effectively to ensure expedient resolution
• A key focus for the role will be to define and implement quality control procedures, ensuring QuantSpark’s Products continually meet the agreed standards
• This exciting new role is an opportunity for an ambitious individual to bring their own experiences to shape how we form and grow our Managed Service capability, which will be pivotal for the continued success of our Product offering
• The ideal candidate for this role will have experience implementing ITIL practices, working with development or engineering teams