Responsibilities
- Define and maintain the strategic vision, roadmap, and backlog for all internal Managed Services tooling, with HALO ITSM as the core platform.
- Ensure tooling infrastructure enables efficient, scalable, and auditable service operations across all client engagements.
- Convert business, operational, and service requirements into well-defined, prioritized product backlog items.
- Manage conflicting priorities across teams to focus development on delivering maximum operational benefit and reducing risk.
- Serve as the authoritative source on tooling scope, configuration standards, and intended usage to prevent uncontrolled tool expansion and inconsistent practices.
- Evaluate proposed tooling changes for operational impact, ensure alignment with ITIL frameworks, and oversee controlled implementation.
- Promote ongoing improvements using data analytics, KPIs, user input, and service performance trends.
- Represent internal tooling capabilities in governance meetings, service reviews, and leadership discussions.
- Maintain a unified, transparent backlog covering all internal tooling initiatives.
- Develop clear user stories, acceptance criteria, and expected outcomes for tooling enhancements.
- Ensure backlog items are properly estimated, sequenced, and prepared for technical delivery teams.
- Prioritize backlog items based on client impact, commercial value, service efficiency, and risk mitigation.
- Regularly reassess and adjust priorities in response to changing operational demands and strategic goals.
- Serve as product owner for HALO, managing configuration standards, workflows, reporting, dashboards, and integrations.
- Ensure HALO supports ITIL-defined processes including Incident, Request, Change, Problem, and Knowledge Management.
- Support client onboarding and offboarding processes within the HALO platform.
- Lead the evolution of HALO in alignment with Managed Services growth, maturity, and continual improvement practices.
- Lead governance and management of additional internal tools such as Netcall and TeamViewer, ensuring defined purpose, ownership, support models, and workflow integration.
- Evaluate and introduce new tools only when supported by a validated business case.
- Prevent redundant capabilities and unauthorized tool adoption across the organization.
- Collaborate closely with Service Operations, Cybersecurity, Service Desk, and Engineering leads to align tooling with actual service delivery practices.
- Ensure tools support accurate SLA tracking, reporting, audit trails, and governance requirements.
- Support monthly client reporting by delivering dashboards, visualizations, metrics, and other agreed-upon data elements.
- Support service onboarding and acceptance by ensuring tooling is ready and properly configured.
- Ensure tooling platforms enable effective contract management and compliance with service obligations.
Responsibilities
- Own the product vision, roadmap, and backlog for all internal Managed Services tooling, with HALO ITSM as the primary platform.
- Ensure tooling supports efficient, scalable, and auditable service delivery across all customer accounts.
- Translate operational, service, and business needs into clearly defined, prioritised product backlog items.
- Balance competing demands across teams, ensuring tooling development focuses on maximum operational value and risk reduction.
- Act as the authority on tooling scope, configuration standards, and intended use, preventing tool sprawl and inconsistent practices.
- Ensure tooling changes are assessed for operational impact, aligned to ITIL practices, and introduced in a controlled manner.
- Drive continual improvement through data-led insights, KPIs, user feedback, and service performance trends.
- Represent internal tooling at governance forums, service reviews, and leadership discussions.
- Maintain and prioritise a single, transparent backlog covering all internal tooling.
- Define clear user stories, acceptance criteria, and outcomes for tooling enhancements.
- Ensure backlog items are sized, sequenced, and ready for delivery by technical teams.
- Prioritising backlog Itmes based on: Client impact, Commercial value, Service efficiency, Risk reduction.
- Regularly review and re-prioritise work in response to operational demand and strategic direction.
- Act as the Product Manager for HALO, including: configuration standards, workflow design, reporting and dashboards, integrations with other internal systems.
- Ensure HALO supports ITIL-aligned processes (Incident, Request, Change, Problem, Knowledge).
- Support client onboarding and offboarding within HALO.
- Lead and manage the evolution of HALO in line with Managed Services maturity and scale, aligned with internal Continual Improvement practices.
- Lead, manage and govern additional internal tools (e.g. Netcall, TeamViewer), ensuring: clear purpose and scope, defined ownership and support models, alignment with service workflows and data standards.
- Assess and onboard new tooling where a clear business case exists.
- Prevent duplication of capability and unmanaged tool adoption.
- Work closely with Service Operations, Cyber, Service Desk, and Engineering leads to ensure tooling reflects how services are actually delivered.
- Ensure tooling enables accurate SLA tracking, reporting, audit trails, and governance.
- Support the Clients Monthly service reporting collateral and reports by providing dashboards, graphics, metrics and any other agreed data that enhances the client experience.
- Support service onboarding and acceptance activities by ensuring tooling readiness.
- Ensure the tooling platforms support effective contract management and service compliance.
