Product Manager - Enterprise Managed Services

Role Overview

The Product Manager will own and scale a portfolio of enterprise managed services, built on 3rd-party platforms, OEM tools, and ISV technologies. The focus is on standardization, profitability, scalability, and service differentiation across large enterprise customers.

This role is suited for someone who understands operations, SLAs, service economics, and lifecycle-based value creation.

Key Responsibilities

Managed Service Product Strategy

• Define managed service offerings across:
  • Cloud Managed Services
  • Infrastructure & Platform Ops
  • Security Operations (SOC)
  • Network & Workplace Services
• Standardize service tiers (Basic / Advanced / Premium / Outcome-based).
• Build service roadmaps aligned to automation and AIOps adoption.

OEM & Tool Ecosystem Ownership

• Own product relationships with monitoring, ITSM, security, automation, and observability platforms.
• Evaluate tools for cost, scalability, and operational efficiency.
• Drive tool consolidation and platform rationalization.
• Ensure tools enable SLA adherence and automation.

Service Commercialization & P&L

• Define pricing models (per resource, per user, per outcome, fixed fee).
• Drive margin improvement via automation, shift-left, and self-healing.
• Own cost models, utilization benchmarks, and service profitability.

GTM & Sales Enablement

• Package services into clear, outcome-led propositions.
• Enable sales teams with:
  • Service catalogs
  • SLA constructs
  • ROI and value narratives
• Support enterprise RFPs, renewals, and service expansions.

Service Lifecycle & Governance

• Own onboarding, steady-state operations, and continuous improvement.
• Track KPIs: SLA, MTTR, CSAT, churn, margin leakage.
• Work with delivery to reduce escalations and improve predictability.

Required Skills

• Strong experience in Managed Services or IT Operations
• Deep understanding of SLAs, ITIL, service design, and delivery economics
• Exposure to AIOps, ITSM, monitoring, SOC platforms
• Ability to productize services, not just deliver them

Success Metrics (Managed Services)

• Service margin and EBITDA contribution
• SLA compliance and operational efficiency
• Reduction in manual effort via automation
• Renewal rate and account expansion