Product Manager - Roadmap & Strategy

Requirements :

We are looking for a Product Manager with deep expertise in ITSM / CSM solutions to drive the strategy, roadmap, and execution for our enterprise product line.

The ideal candidate should have experience in developing, managing, and scaling SaaS-based ITSM or CSM platforms and a solid understanding of ITIL processes, incident management, service request management, knowledge management, and customer experience workflows.

Key Responsibilities :

• Define the product vision, strategy, and roadmap aligned with business goals and customer needs.
• Identify market trends, competitive landscape, and opportunities in the ITSM / CSM space.
• Collaborate with stakeholders to prioritize features, enhancements, and integrations.
• Work closely with engineering, UX, and QA teams to deliver high-quality features on time.
• Write detailed product requirements (PRDs) and user stories for development teams.
• Ensure seamless integration of ITIL best practices within the product modules.
• Gather customer feedback through demos, surveys, and user interviews.
• Translate customer pain points into innovative solutions that improve ITSM / CSM workflows.
• Partner with customer success and sales teams to identify adoption barriers and drive enablement.
• Present product roadmap, metrics, and progress to leadership.
• Define and monitor KPIs like feature adoption, customer satisfaction (CSAT), time-to-resolution, and product usage analytics.
• Continuously improve product usability and performance based on data insights.

Required Skills & Expertise :

Mandatory Requirement :

Preferred Qualifications

(ref : hirist.tech)