Product Manager - ITSM/CSM Solutions

Description:

About the job:

Requirements:

We are looking for a Product Manager with deep expertise in ITSM / CSM solutions to drive the strategy, roadmap, and execution for our enterprise product line.

The ideal candidate should have experience in developing, managing, and scaling SaaS-based ITSM or CSM platforms and a solid understanding of ITIL processes, incident management, service request management, knowledge management, and customer experience workflows

Key Responsibilities:

- Define the product vision, strategy, and roadmap aligned with business goals and customer needs.

- Identify market trends, competitive landscape, and opportunities in the ITSM / CSM space.

- Collaborate with stakeholders to prioritize features, enhancements, and integrations.

- Work closely with engineering, UX, and QA teams to deliver high-quality features on time.

- Write detailed product requirements (PRDs) and user stories for development teams.

- Ensure seamless integration of ITIL best practices within the product modules.

- Gather customer feedback through demos, surveys, and user interviews.

- Translate customer pain points into innovative solutions that improve ITSM / CSM workflows.

- Partner with customer success and sales teams to identify adoption barriers and drive enablement.

- Present product roadmap, metrics, and progress to leadership.

- Define and monitor KPIs like feature adoption, customer satisfaction (CSAT), time-to-resolution, and product usage analytics.

- Continuously improve product usability and performance based on data insights.

Required Skills & Expertise:

- Strong understanding of ITSM / CSM frameworks and ITIL processes.

- Hands-on experience with incident, problem, change, knowledge, request, and asset management modules.

- Familiarity with leading ITSM/CSM tools like ServiceNow, BMC Remedy, Salesforce, Freshservice, Jira Service Management, etc.

- Proven track record of managing SaaS-based enterprise products.

- Experience in roadmap planning, backlog grooming, and agile delivery.

- Strong business acumen to translate customer problems into product features.

- Excellent documentation skills for PRDs, user stories, and release notes.

- Strong communication, presentation, and stakeholder management skills.

- Analytical mindset with data-driven decision-making capabilities.

- Ability to work in a fast-paced, cross-functional, and global environment.

Mandatory Requirement:

- Proven exposure to AI in ITSM/Customer Service, including hands-on experience with AI chatbots, predictive incident management, or intelligent automation.

- Strong understanding of AI-native product management, with the ability to design, implement, and scale products that embed AI as a core capability rather than an add-on.

- Awareness of the strategic importance of AI-native platforms in modern enterprisesenabling faster ROI, improved employee and customer experiences, reduced operational costs, and a competitive edge over legacy ITSM solutions.

Preferred Qualifications:

- Bachelors / Masters degree in Computer Science, Information Technology, or related fields.

- Certified Scrum Product Owner (CSPO) or equivalent certification.

- Experience with customer self-service portals and workflow automation tools