Managed Service Product Specialist

Managed Service Product Specialist

The Managed Service Product Specialist is responsible for shaping and managing a competitive portfolio of Managed Service offerings across service desk, end-user support, infrastructure, cloud, network, security operations, monitoring and hybrid service models. The role acts as the bridge between customer demand, market requirements, technical capability, service operations and commercial performance.

Working across the full product lifecycle, the specialist shall define service propositions, catalogue components, service descriptions, operating models, pricing inputs, sales enablement material and governance requirements. The role shall also support strategic opportunities, tenders, renewals and service expansion by ensuring each proposition is clear, deliverable, scalable and commercially sustainable.

Product Strategy and Portfolio Management

• Develop and maintain the Managed Services product roadmap in line with customer demand, business strategy, operational capability and technology change.

• Define target customer segments, use cases, value propositions, differentiators and competitive positioning for each service offering.

• Manage the lifecycle of products from concept and business case through launch, adoption, optimisation, refresh and retirement.

• Identify portfolio gaps, overlap and opportunities for standardisation, automation, partner integration and recurring revenue growth.

Service Proposition and Catalogue Development

• Create modular, repeatable and clearly scoped service components covering service desk, deskside, infrastructure, cloud, network, monitoring, reporting and governance.

• Own and maintain product artefacts including service descriptions, feature and benefit statements, service boundaries, assumptions, dependencies, exclusions, RACI models, SLA and KPI options, governance models and transition requirements.

• Ensure product definitions accurately reflect the services that Operations can deliver and that demarcation points and third-party responsibilities are explicit.

• Maintain version control, approval status and accessibility of product assets, templates and reusable content.

Go-to-Market and Sales Enablement

• Create clear product collateral, sales playbooks, qualification guidance, discovery questions, proposition presentations, case studies and objection-handling material.

• Brief and coach Sales, Account Management, Pre-Sales and Service Delivery teams on product scope, value, qualification criteria and commercial guardrails.

• Support coordinated product launches and campaigns with Marketing and Sales leadership.

• Gather structured feedback from customer conversations, won and lost opportunities, renewals and service reviews to improve the portfolio.

Pre-Sales, Bids and Customer Engagement

• Act as the Managed Service product authority for priority opportunities, renewals, RFPs, RFIs and tenders.

• Translate customer requirements into appropriate standard service components and identify where approved variants or bespoke design are required.

• Contribute high-quality proposal content covering service scope, SLAs, KPIs, governance, transition, reporting, continual improvement and value realisation.

• Participate in customer workshops and presentations, articulating the proposition, operating model, service outcomes and differentiators.

• Ensure proposed solutions align with operational capability, product standards and commercial guardrails before commitment.

Operational Readiness and Continual Improvement

• Coordinate product readiness with Service Design, Transition, Operations, ITSM, tooling, security, service management and partner teams.

• Define launch and acceptance criteria, operational documentation, training needs, reporting requirements and ownership for new or changed products.

• Review in-life feedback, service performance, escalations, delivery effort and cost variance to prioritise product improvements.

• Promote automation, standardisation, proactive monitoring and experience-led service improvements.

Governance, Risk and Compliance

• Operate product governance with clear decision rights, approvals, documentation standards and review cycles.

• Identify and manage product risks, dependencies, contractual commitments and compliance requirements.

• Work with Legal, Security, Data Protection and operational stakeholders to ensure approved product documentation supports contractual delivery.

• Ensure handover from sale to Transition and Operations is complete, controlled and supported by approved product artefacts.

Key Deliverables

• Managed Services product strategy and prioritised roadmap.

• Approved product definitions and modular service catalogue.

• Service descriptions, service schedules, scope statements, RACI models, SLA and KPI options, governance and transition templates.

• Product business cases, cost-to-serve models, pricing inputs and commercial guardrails.

• Go-to-market plans, sales playbooks, proposition presentations and reusable bid content.

• Product launch and operational readiness packs.

• Portfolio performance dashboard and product improvement backlog.

• Structured handover material for Transition, Service Delivery and Operations.

Experience and Qualifications

• Substantial experience in Managed Services, product management, service design, pre-sales, solution consulting or service operations.

• Demonstrable experience developing or managing technology service propositions across one or more of: service desk, end-user services, infrastructure, cloud, network, security operations or monitoring.

• Experience supporting complex customer opportunities, tenders, renewals or service expansion.

• Strong understanding of IT service management, ITIL practices, service governance, SLAs, KPIs, transition and continual improvement.

• Commercial experience involving service costing, pricing, margin, resource models or business cases.

• Relevant qualification in product management, ITIL, cloud, technology, commercial management or a related discipline is advantageous.

Skills and Knowledge:

• Product management
  Portfolio strategy, roadmap development, proposition design, lifecycle governance and product performance.

• Managed Service design
  Ability to translate requirements into scalable service models, scope, service boundaries, RACI, SLAs, governance and transition.

• Commercial acumen
  Understanding of cost-to-serve, pricing, margin, resource models, unit economics, risk and contractual assumptions.

• Technology Awareness
  Working knowledge of Azure, Microsoft 365, private cloud, infrastructure, networking, workplace services, cybersecurity, ITSM, monitoring and automation.

• Customer engagement
  Ability to lead discovery conversations, workshops and presentations and to articulate customer outcomes and value.

• Communication
  Excellent written, verbal, storytelling and visual communication skills, with strong attention to detail.

• Stakeholder leadership
  Ability to influence and align Sales, Product, Technical, Commercial, Delivery, Operations and partner teams without direct authority.