Hosting Product Manager

Duration : 6 month initial contract

SC Clearance

We are looking for an experienced Hosting Product Manager to work within our client’s Infrastructure Product portfolio. You will be accountable for leading an application product through the product lifecycle, ensuring that the quality meets the needs of end users.

The Hosting Product Manager will be responsible for day-to-day operation of the contact centre telephony solution first and foremost.

You will be responsible for:

• Product incident management and resolution, from P1 – P4,
• Ticket management using online reporting and case management tools,
• Writing incident reports,
• Collecting product data and compiling regular product reports,
• Assisting the Senior Product Manager in product lifecycle and roadmap development, feeding into the wider strategic IDD product ecosystem,
• Working with the Service Management team to ensure a cohesive Product/Service user experience,
• Ensuring the quality of the product, including continuous service improvement, ensuring that they meet the needs and expectations of the wider business,
• Continuous improvement of Service Design, utilising user feedback to provide a meaningful customer experience,
• Supporting and coordinating technical colleagues and supplier resource to manage and prioritise work to realise critical outcomes,
• Compiling and maintaining the product RAID log, anticipating risks and problems, implementing mitigations to defend against them,
• Work with the product team to articulate problems to senior and non-technical stakeholders and helping resolve the problems.

As product manager you may be given wider responsibilities to support the Infrastructure department. The team operates in an agile manner and has a one-team approach, flexing to the organisations requirements to ensure continuation of service. They may also be involved in wider strategic planning and change management.

Skills:

• Experience or understanding of contact centre technologies,
• Experience in a product management or business analyst role, specific to cloud contact centre technologies and associated products,
• An understanding of common IT infrastructure,
• An understanding of agile methodology,
• An understanding of basic principles of change management (people and technical),
• Senior stakeholder management,
• Management of 3rd party suppliers to tight delivery deadlines,
• Experience in incident management,
• Experience in ticket management and issue prioritisation,
• Experience in staff work/report writing.

If you feel you have the skills and experience needed for this role; please do apply now.