Services Central Product Manager

The client is an American-headquartered life science and clinical research company that supplies analytical instruments, clinical development solutions, specialty diagnostics, laboratory, pharmaceutical, and biotechnology services. The Services Central Product Manager will support the Services Central Portal initiative by translating business and customer needs into requirements, managing priorities and roadmaps, coordinating stakeholders, supporting testing and release readiness, and driving adoption.

Responsibilities:

• Support execution of the Services Central product vision, scope, roadmap, and priorities in alignment with project leadership
• Gather, clarify, document, and prioritize customer, business, service, and user requirements for agreed Services Central capabilities and workflows
• Translate needs into product requirements, user stories, acceptance criteria, process flows, decision papers, and other delivery-ready documentation
• Maintain the product backlog and support prioritization decisions based on customer value, business impact, dependencies, effort, risk, and delivery timing
• Coordinate with IES, Services Connected, IT, service operations, commercial operations, service sales, regional teams, legal, finance, and other stakeholders as required
• Facilitate discovery sessions, requirement workshops, stakeholder reviews, and product decision meetings; document outcomes, owners, and next steps
• Support roadmap governance by preparing status updates, dependency views, decision logs, risk and issue summaries, and materials for project reviews
• Support user acceptance testing by coordinating business participants, test scenarios, feedback collection, defect prioritization, and business sign-off
• Help define and track practical measures for adoption, activation, usage, customer experience, workflow completion, support efficiency, and value delivered
• Collect feedback from internal users and customers, identify improvement opportunities, and convert insights into prioritized enhancements

Requirements:

• University degree in Engineering, Science, Business, Marketing, Information Systems, or a related field, or equivalent relevant experience
• Demonstrated product management experience supporting digital products, customer portals, enterprise platforms, service workflows, or software-enabled services
• Hands-on experience with product discovery, requirements definition, backlog management, prioritization, roadmap planning, release readiness, and adoption activities
• Ability to translate complex stakeholder needs into clear product requirements and delivery actions
• Proven ability to work effectively across technical, operational, commercial, and regional teams in a matrix organization
• Strong facilitation, stakeholder management, written communication, and executive-ready presentation skills
• Structured, proactive, and delivery oriented, with strong judgement and the ability to manage multiple priorities and dependencies
• Strong analytical and problem-solving skills, including the ability to use data and user feedback to support decisions
• Fluent in English
• Experience with customer service portals, connected service experiences, remote support, service case workflows, eCommerce integration, entitlements, or contract-related digital workflows
• Experience in a capital equipment, scientific instrumentation, industrial technology, or B2B service environment
• Experience coordinating user acceptance testing, launch readiness, change management, and adoption for global digital initiatives
• Understanding of products and technologies used for imaging and analysis at the nanoscale, including electron microscopy or focused ion beam systems, is an advantage