Product Manager - Managed Services & Support

Job content

About RM

RM is the leading supplier of technology and resources to the education sector, supporting schools, teachers and learners, enabling the improvement of educational outcomes worldwide. We work across the industry from pre-school to higher education and professional qualification, our customers include schools, examination boards, central governments and other professional institutions. We have a clear purpose to enrich the lives of learners worldwide.

Join RM and Learn What’s Possible for you in your career

What We Can Offer You

• £50,000-£70,000 salary depending on experience
• 25 Days Annual Leave (with an option to buy an extra days)
• Performance related bonus scheme
  

What’s the purpose of the role?

RM is the Managed IT Services provider for a large range of schools and Multi Academy Trusts across the UK. This provision ranges from providing escalation and offsite support for School employed ICT teams right through to fully outsourced network and user support served by RM employed onsite and offsite skilled technicians. RM is developing cloud-first propositions to provide schools with a complete solution to transform their use of technology to allow for a shift from reactive onsite maintenance to predominantly remote proactive maintenance and holistic support. The Managed Services Product Manager is a pivotal role in developing new and disruptive Managed Services models for education to enable our customers to make the shift towards this cloud-predominant model.

In this exciting role you will report to the Head of Product for Schools Technology and will be focused on developing new, innovative platform managed services and market leading support packages for RM’s existing and growing customer base. RM is in the process of phasing a roll out of new business systems and embedding the ITIL4 framework for service management across the business, this role is key to supporting the successful roll out and adoption of these two large scale investment projects for the organisation.

What does the job entail?

The Managed Services Product Manager is responsible for the delivery of the overall managed services and support product portfolio, working closely with the product development; operations; product marketing; sales; and account management functions.

Main Responsibilities Include

• Owning the strategy for the Managed Service and Support products aligned to RM Digital Maturity framework and solutions.
• Engagement with stakeholders to understand market needs and define the direction of the product set: including different customer groups, users and internal teams such as educational consultants, sales and account management.
• Implement and manage the product roadmap and successful delivery against the roadmap
• Direct the development of new, innovative and disruptive Managed Service solutions for the education market.
• Work closely with service architects, cloud operations team and field engineering teams to develop the managed service and support offerings in a scalable and robust way employing ITIL 4 principles.
• Ownership of the P&L to ensure the Managed Service and Support product portfolio delivers on target for both revenue and margin
• Develop new commercial models to disrupt the legacy purchasing habits of RM customers
• Owning the day-to-day management of the managed service and support portfolio.
• Work with the wider Product Management function to integrate RM’s wider product set and develop effective pathways for existing customers to transition to cloud-centric architecture.
  

What are we looking for?

• Experience of defining, developing and implementing a platform managed service product set
• Experience of integrating cloud technologies into managed service propositions, including Microsoft and Google
• Experience working in cross-functional teams to develop and deliver customer products
• Demonstrable experience of building and managing relationships externally with suppliers and internally with stakeholders
• Prior experience or detailed understanding of managing technology product sets and managing similar sized P&Ls
• Knowledge or practice in ITIL framework methodologies desirable.
• Excellent commercial acumen and analytical skills
• Results orientation and achievement against objectives, targets and KPIs
• Flexible can-do attitude with a willingness and ability to adapt within the role
• The ability to think and act independently, with customers and within the business
• Excellent written, numerical and presentation skills
• Excellent planning and organisational skills and a flexible approach to workload demands
  

What’s in it for you?

As well as a competitive salary, you could earn a performance related bonus and you would receive our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available.

There are lots of voluntary benefits too. You could buy additional annual leave, join our dental plan, sign for a health assessment or take part in our cycle to work scheme. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.

At RM we are committed to building a workforce which reflects the diversity of the customers and communities we serve, and to creating an inclusive and flexible workplace where all our colleagues can be themselves and succeed on merit.

At RM we recently introduced My Work Blend @RM which provides office based colleagues with multi location and hybrid working. As well as your office base you can spend a proportion of your time working at other locations that suit your role and your life, including home, other offices, customer sites, distribution centres or on the move. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process. We expect how we make best use of hybrid working may continue to adapt as we adjust to our new ways of working.