Product Manager (Managed Services)

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Overview of the role

Phoenix enables digital transformation in the workplace, empowering UK organisations to innovate and transform with cloud and hybrid infrastructures, data, AI, security, and collaboration tools.

We are now very excited to be hiring a Product Manager to work exclusively with our IT Managed Services department. The purpose of this role is to ensure our Managed Service offering are clearly defined, consistently governed and managed as formal products. You will work closely with stakeholders across Managed Services, Service Delivery, Sales, Customer Success, and Marketing, acting as a subject matter specialist for the managed service portfolio.

What will you be doing?

• Own and manage Phoenix's Managed Service portfolio as a set of clearly defined, governed products

• Ensure managed services are accurately described, version-controlled and consistently represented across all internal and customer-facing materials

• Act as a subject matter expert for the Managed Service portfolio, working closely with Managed Services, Service Delivery, Sales, Customer Success and Marketing

• Ensure services are delivered in line with agreed service definitions and support ongoing service governance and audit readiness (e.g. ISO 20000, ISO 27001)

• Support the full service lifecycle, including service development, enhancement, onboarding and retirement

• Identify opportunities for service improvement and evolution based on customer needs, internal feedback and market insight

• Support Sales and Managed Service Specialists by assessing customer requirements, determining service fit and contributing to solution design, proposals and tenders

• Contribute to internal and external marketing and sales enablement activities to ensure services are correctly positioned and well understood

Why you should apply?

At Phoenix, our philosophy is simple - we aim to be the UK's leading IT solution and managed service provider and that means we recognise that it's our people who are the heart of everything we do.

We do this by providing the encouragement, support and skill development that you need to be the very best you can be at work. We are proud of our culture, so much so that we have developed our Culture Blueprint which you can read here.

What are we looking for?

The right person for this role will already have an understanding of Managed Services in the IT sector, preferably gained from working in a similar partner organisation to Phoenix.

Key Skills & Experience:

• Experience working within a Managed Service Provider (MSP) or multi-client IT services environment

• Experience maintaining service catalogues, service descriptions and detailed service documentation

• Good understanding of IT service management principles (e.g. ITIL) and MSP operating models

• Commercial awareness and understanding of how managed services deliver value to customers

• Ability to understand customer drivers for technology adoption and associated managed services

• Strong stakeholder engagement skills

• Excellent organisational skills with strong attention to detail and a structured, process-driven approach

• Confident communicator, able to convey information clearly and professionally in both written and verbal form

• Proven ability to prioritise workload, collaborate cross-functionally and see tasks through to completion

• Self-motivated with a strong sense of ownership, accountability and professional integrity

Practical stuff

Where is the role based?
Primary location is our HQ in Pocklington (YO42) but this role has a number of hybrid working options.

How many interviews?
Following a screen with the Recruitment Team you can expect a two-stage interview process, one online and one in-person which includes a presentation.

What are the benefits?
You can read about the benefits on offer here

*Important* BPSS Check

As part of our recruitment process due to the nature of the work we do, all employees are required to undertake a Baseline Personal Security Standard (BPSS) check. While some employees require further security clearance, the BPSS check is a must-have requirement and all offers of employment are conditional pending the passing of this check

Have you made it this far?

If you're still reading, we think there's a strong chance you might be our kind of person.

Here's the thing, though - research suggests that 60% of women and underrepresented people might have already talked themselves out of applying. Even if you don't check every box above, we want to encourage you to introduce yourself.

We believe a diversity of perspectives and experiences makes a team stronger - and the stronger our team, the more successful we will be.