Product Service Manager

Summary

Join a team shaping services at the core of next-gen cloud infrastructure! This role requires defining and owning the end-to-end service product strategy for cloud-native offerings. You will design scalable onboarding, deployment, and support models, collaborating with engineering and operations to ensure service reliability. Responsibilities include developing service KPIs and SLAs, working with cross-functional teams, and improving the customer journey. You will also identify gaps in current offerings and propose new service products. The ideal candidate possesses a Bachelor's degree (Master's preferred) in a related field, 10+ years of relevant experience, and strong understanding of cloud-native technologies.

Requirements

• Bachelor’s degree in Computer Science, Engineering, or related field (Master’s preferred)
• 10+ years of experience in product management, service management, or technical program management roles
• Strong understanding of cloud-native technologies , including Kubernetes , cloud storage , and virtualization platforms
• Proven experience designing and scaling support models for SaaS , IaaS , or hybrid-cloud products
• Familiarity with monitoring/observability tools (e.g., Prometheus , Grafana ) and incident management best practices
• Exceptional communication and stakeholder management skills

Responsibilities

• Define and own the end-to-end service product strategy for cloud-native offerings (e.g., Kubernetes, storage platforms, virtualization)
• Design scalable onboarding, deployment, and support models for cloud-based products
• Collaborate with engineering and operations to ensure services are reliable, observable, and easy to maintain
• Develop service KPIs, SLAs, and SLOs in alignment with customer expectations and business objectives
• Work closely with engineering, SRE, support, sales engineering, and customer success to ensure serviceability and support readiness
• Serve as the voice of the customer during product planning and incident reviews
• Lead creation of service documentation, onboarding playbooks, and runbooks for internal teams
• Partner with CX teams to monitor and improve the customer journey from activation through long-term adoption
• Incorporate feedback from client engagements, support tickets, and usage metrics to continuously improve service offerings
• Coordinate launch readiness across internal stakeholders including training, documentation, and success criteria
• Identify gaps in current offerings and propose new service products, tiers, or capabilities
• Stay abreast of cloud technology trends and ensure service design evolves with the product roadmap

Preferred Qualifications

• Hands-on background in DevOps, QA, or SRE is a plus
• Experience working with enterprise customers and Fortune 500 service expectations
• Knowledge of Red Hat OpenShift, KubeVirt, SUSE Harvester, or related cloud platforms
• Experience with service design methodologies such as ITIL, SRE practices, or customer success frameworks

Benefits

• Competitive compensation and equity packages
• Flexible working hours and remote-first culture
• Opportunity to shape services at the core of next-gen cloud infrastructure
• Collaborative and inclusive team environment