The Product Manager within Managed Services & SaaS Operations is responsible for defining, prioritizing, and delivering service offerings and capabilities that enhance customer satisfaction, operational efficiency, and business growth. This role serves as the bridge between business stakeholders, service delivery teams, and technology groups—translating business objectives into actionable roadmaps and deliverables.

The Product Manager ensures that Managed Services & SaaS Operations offerings are aligned with customer needs, industry best practices, and the organization’s strategic direction.

Key Responsibilities

Solution Strategy & Vision

• Develop and maintain a clear vision for Managed Services & SaaS Operations & SaaS Operations delivery platform offering in alignment with business goals and customer expectations.
• Translate strategic objectives into a solution roadmap with measurable outcomes.
• Identify opportunities for service innovation, automation, and continuous improvement.

Stakeholder Management

• Collaborate closely with internal teams (engineering, product, operations, sales, support, and customer success) to define priorities and success criteria.
• Act as the primary voice of the customer within the Managed Services & SaaS Operations DevOps organization.
• Gather and analyze feedback from clients and internal teams to inform roadmap and backlog prioritization.

Backlog Ownership & Delivery

• Own and manage the Managed Services & SaaS Operations DevOps backlog, ensuring stories and tasks are well-defined, prioritized, and aligned to business goals.
• Work with service delivery teams to ensure timely, quality implementation of service enhancements and process improvements.
• Balance technical debt, service quality, and feature delivery to maintain sustainable operations.

Service Development & Operations

• Collaborate with engineering and operations teams to design scalable, reliable, and cost-effective Managed Services & SaaS Operations Delivery Platform.
• Define service level objectives (SLOs) and key performance indicators (KPIs) to measure service performance.
• Support continuous improvement initiatives across incident, change, and problem management processes.

Performance & Reporting

• Develop and maintain dashboards and reports that communicate solution, service performance, adoption, and customer satisfaction.
• Monitor operational metrics and proactively identify areas for optimization.

Qualifications

Required

• Bachelor’s degree in Business, Computer Science, Information Systems, or related field.
• 5-10 years of experience in Solution Management, Service Delivery, or Managed Services,  SaaS Operations.
• Strong understanding of ITIL or other IT Service Management (ITSM) frameworks.
• Experience managing service-oriented Solutions or technology offerings.
• Excellent communication, stakeholder management, and prioritization skills.
• Demonstrated ability to translate business needs into actionable technical requirements.

Preferred

• Experience with SaaS or cloud-based Managed Services.
• Familiarity with Agile methodologies and tools (e.g., Jira, Azure DevOps).
• Certifications such as CSPO, ITIL Foundation, or PMP.
• Prior experience in healthcare, financial services, or enterprise IT environments (customize as relevant).

Core Competencies

• Customer-Centric Mindset
• Analytical Thinking & Problem Solving
• Strategic Planning & Execution
• Cross-functional Leadership
• Continuous Improvement Orientation
• Data-Driven Decision Making

Success Metrics

• Improvement in customer satisfaction (CSAT/NPS)
• Reduction in operational incidents and service downtime
• Increased efficiency in service delivery processes
• Successful delivery of roadmap milestones
• Positive stakeholder feedback across business and technical teams

We are an equal-opportunity employer and do not discriminate because of race, color, religion, sex, national origin, ancestry, marital status, veteran status, age, disability, sexual orientation or gender identity or expression or any other legally protected category. InterSystems is an E-Verify Employer in the United States.