Service Management Product Manager
IT - Information Technology
Estimated Travel Percentage (%): Up to 25%
Relocation Provided: No
AIG Technology Services works to bridge technology, customer needs, sales channels, and customer success. This individual will act as a central resource and driving force for the product management processes, product lifecycle management, financials & reporting, and marketing of a suite of Service Management product(s) to delivering world class offerings that support the AIG businesses globally.
The Service Management Product Manager reports into the Head of Core Services Product Management and manages the definition and delivery of the Service Management in order to satisfy business needs. The Product Manager will provide a “business centric” focus for data technology products and services. The individual will bring the best of industry and will be responsible for refining the existing Service Management Services, understanding future capabilities and defining relevant Services for the AIG enterprise. The objective for the Product Manager is to act as theService Management products and services owner to ensure business customers and technology teams (architecture, engineering, operations, etc.) priorities are aligned to deliver globally consistent and best in breed capabilities. The Product Manager will develop and maintain business plans for the product and systems in the service portfolio. They will understand industry and competition trends and collaborate with other AIG organizations to deliver a superior product strategy.
1. Define strategic vision, design new Service Management Services, enhance existing Distributive Compute Services, and develop the future state of AIG's Data Services:
a. Defines cost-competitive services that supports the business's needs.
b. Works to provide various forms of data, metrics and information so all parties (technology and business) can make good, informed decisions.
c. Manages expectations from a customer perspective in relationship to the product offerings and services IT delivers.
d. Manages the product line and plans against the planned and unplanned investments throughout the year.
e. Manages the process for acquiring product and services (RFI/RFP), contracts and vendor relationships.
f. Accountable for service roadmaps.
g. Partners with the business understand how to adjust to technology/product changes anticipated in the product or service (roadmaps or trends).
h. Engage in the external benchmarking activities and communicates with IT Strategy and Architecture groups related to his/her product line to understand where their product/service is heading in the general technology environment.
i. Runs the service strategic planning process for his/her product(s) and updates the technology plan.
j. Owning the product portfolio for a suite of products and services in Distributive Compute technologies.
k. Defining the roadmap for a suite of products and services to maximize customer adoption and customer value.
l. Developing clear and exciting product positioning, value propositions, and product stories for a suite of products.
m. Partnering with IT Architecture, Engineering and Operations organization to determine how to maximize a set of product offerings and current packaged solutions and services.
n. Managing the product lifecycle plan and identify resourcing needs, from inception to retirement, for a set of products, enabling the Engineering team to focus on delivery of technology solutions.
o. Leading new Product introduction, and all associated functions, including business case validation, positioning, and the development of the strategy for the cost structure of products, service packages, and offerings.
p. Communicating with and influencing internal and supplier teams to ensure products developed and delivered as per the roadmap and strategic vision.
q. Building product positioning strategies and influencing the delivery teams to ensure products are positioned and implemented as per the vision.
r. Developing the strategy for the cost structure of a group of products, service packages, and offerings.
s. Managing the budget for a set of product lines in Service Management .
t. Developing and managing productivity strategies and tracking productivity targets for a set of products and services.
u. Partnering with other product management teams to define a consistent, integrated, holistic product management approach for all products and services.
v. Analyzing the external marketplace, customer feedback, and competitors to determine the right product features and benefits in order to maximize productivity for AIG businesses.
2. Improve and maintain value delivery of existing Service Management Services:
a. Acts as a single point for Product direction / strategy.
b. Provide information to the business unit leadership and key stakeholders for cost and capability transparency.
c. Influences work stream priorities so that they align to serving the business goal(s). Ensures architecture, engineering and other related teams are aligned with the business plans/demand.
d. Price products/services based on an understanding of the benchmark service and pricing for product/service in the industry.
e. Helps the business determine if/when it needs to budget for future IT enhancements; new business requirements, End of Life services, changes introduced by strategic roadmap initiatives and enhancements.
f. Participates in the development of yearly capital plans.
g. Manage the P&L for his/her product(s) and service(s).
h. Develops key vendor relationship and is a vendor sponsor and partner.
i. Develops and reviews Operating Level Agreements (OLA).
j. Proactively engage with Operations to ensure they align support, support plans and tools to their Service Lifecycle and roadmaps.
3. Support cultural change and drive a collaborative, service oriented mindset with the organization:
a. Drives innovation, building technical & automation capabilities.
b. Defines integration points with other Service Areas.
c. Drives service excellence into every Service delivered.
d. Client advocate.
• Bachelor's degree in Computer Science, Information Management, Finance, Product Management/Marketing, or other technical field.
• Minimum of 5 years of experience in IT infrastructure operations, IT Product Management, and/or IT Financial Modeling.
• Minimum of 3 years managing IT budgets and preparing financial models for IT product, services and solutions.
• Demonstrated competency in strategic thinking and leadership with strong relationship management ability.
• Excellent communication, negotiating and influencing skills at all levels of the organization, as well as with external organizations.
• Demonstrated customer focus.
• Strong analytical and strong problem solving skills.
• Collaborative team member.
• Able to lead current and evolving initiatives across the matrix.
• Strong business acumen; experience managing financials, budget, operating plans.
• Ability to set and drive strategy in a complex business environment.
• Experience engaging with customers in all phases of the product cycle.
It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.
At AIG, we believe that diversity and inclusion are critical to our future and our mission - creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.