Establishing and maintaining the vision, objectives, roadmap, and plans for a portfolio of IT services aligned to Datacom’s broader strategy.
Engaging with customers, sales teams, and industry stakeholders to gather market insights and identify new growth opportunities.
Translating customer needs and market demand into clear product strategy, service design, and actionable roadmaps.
Managing commercial frameworks including pricing, packaging, and cost models to support growth and margin targets.
Defining target market segments and ensuring services are positioned competitively using Datacom’s delivery models.
Developing and articulating clear customer value propositions for services within the portfolio.
Creating sales enablement and go-to-market assets such as service descriptions, solution briefs, and presentation material.
Supporting go-to-market execution in partnership with Sales, Presales, and Marketing teams.
Providing subject matter expertise and central coordination for presales opportunities within the Service Operations portfolio.
Establishing and tracking portfolio performance using commercial and operational KPIs including revenue, margin, and customer adoption.
Managing the full service product lifecycle, including enhancement, evolution, and retirement decisions based on performance and feedback.
Ensuring health and safety responsibilities are upheld in line with Datacom policies.

5+ years’ experience in Product Management, Service Management, or a related role within the IT services industry.
Proven experience transforming technical services or internal practices into sellable, packaged service offerings.
Strong understanding of commercial product management, including pricing, packaging, and P&L mechanics.
Deep understanding of ITIL or IT Service Management frameworks in an enterprise context.
Experience developing and executing go-to-market strategies in collaboration with sales and presales teams.
Strong stakeholder management and influencing skills across technical, operational, and commercial teams.
Excellent communication skills with the ability to clearly articulate value and strategy.
Relevant tertiary qualification in Business, IT, Engineering, Science, Economics, or a related discipline.
Product Management or Human-Centred Design training.
ITIL v3 or v4 Foundation certification.
Experience working in a large, matrixed IT services organisation.
Exposure to data analytics or design thinking methodologies.
Familiarity with hybrid onshore and offshore delivery models.

Service Product Lead

Key skills