ITSM Product Manager

ITSM Product Manager (Bluecube Technology Solutions – An Ekco Company)

Location : Dublin – Ekco, Moorgate – London, Cape Town – South Africa, Kuala Lumpur – Malaysia (Hybrid)

About Ekco

Founded in 2016, Ekco has become one of Europe’s fastest-growing cloud solution providers and a trusted security‑first Managed Service Provider. With a team of 1,000+ across the UK, Ireland, Benelux, South Africa and Malaysia, Ekco helps organisations advance their cloud maturity, strengthen security and maximise the value of their technology investments.

The Role

As an ITSM Product Manager, you will strategically support and maintain the ITSM platform (Freshservice), ensuring it operates as a high‑impact asset that drives our managed services performance. The role demands a hands‑on technical approach, deep understanding of IT services, ITIL processes and continuous improvement.

Day‑to‑Day Responsibilities

• Manage the ITSM platform – configuration, upgrades, customisations and overall uptime.
• Apply ITSM best practices to optimise service processes and drive continuous service improvement.
• Automate and streamline processes using native and external tools.
• Lead technical support and maintenance activities to ensure optimal performance.
• Oversee client onboarding and integration of new acquisitions.
• Collaborate with cross‑functional teams to identify areas for improvement and document workflows.
• Manage vendor relationships, contracts and service‑level agreements.

What We Are Looking For

Benefits & Perks

Why Ekco?

Seniority Level

Mid‑Senior level.

Employment Type

Full‑time.

Job Function

Product Management and Marketing.

Industries

IT Services and IT Consulting.

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