Service Product Manager (DV Cleared)

The In-Service Product Manager manages products throughout their operational lifecycle, ensuring services remain reliable, effective and aligned with business and user requirements.

The role requires knowledge of ITIL practices, Incident, Problem and Change Management, Risk Management, supplier engagement and KPI/service performance monitoring. The ISPM works closely with technical teams, suppliers, Commercial, Finance and key stakeholders to manage service quality, operational risks, supplier performance, contractual requirements and continuous improvement.

The role also supports service governance, financial planning, forecasting, budget management and change activity, ensuring agreed service levels are maintained and the product continues to deliver value throughout its operational lifecycle.

Description

The In-Service Product Manager is responsible for managing and supporting products throughout their operational lifecycle, ensuring they continue to deliver a reliable, effective and value-for-money service to users.

Working alongside Delivery and Project teams, the ISPM provides guidance and support during transition into service before taking responsibility for the ongoing management of the product once operational.

Key responsibilities include:

• Apply knowledge of ITIL practices to support effective service management and operational delivery.
• Oversee Incident, Problem and Change Management, ensuring issues are effectively managed, resolved and progressed.
• Lead Risk Management activities, identifying, assessing, mitigating and monitoring operational and service risks, with appropriate escalation where required.
• Monitor service performance, KPIs and agreed service levels, identifying trends, risks and areas requiring corrective action or improvement.
• Maintain service quality, availability and performance throughout the product's operational lifecycle.
• Manage supplier engagement and performance, including contractual requirements, support arrangements, service reviews and contract renewals.
• Build effective relationships with technical teams, suppliers, Commercial, Finance, Project teams and other key stakeholders.
• Identify and progress change requests to support evolving operational and business requirements.
• Act as a key point of contact for the operational management of the product, ensuring it continues to meet user and Defence requirements.
• Support the product throughout its in-service lifecycle through to retirement or disposal.

Reasonable Adjustments:

Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.

If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.