The posting
About the Role
We are seeking an experienced Product Manager to lead the strategy, development, and continuous enhancement of enterprise platforms and IT Service Management (ITSM) capabilities. This role is responsible for driving product outcomes through strong business analysis, platform thinking, process optimization, system integration, and cross-functional stakeholder collaboration.
The successful candidate will have demonstrated experience delivering enterprise or platform products, managing end-to-end product lifecycles, and translating business needs into scalable technology solutions that improve operational effectiveness and user experience.
Key Responsibilities
• Lead the end-to-end product lifecycle, including discovery, requirements gathering, solution design, delivery, launch, adoption, and continuous improvement.
• Define and manage product roadmaps for ITSM and enterprise platform capabilities, including service request management, incident management, problem management, change management, and access management.
• Analyze business processes and user requirements to identify opportunities for standardization, automation, operational efficiency, and service improvement.
• Drive the design and implementation of integrations between ITSM platforms and enterprise systems through scalable workflows and product solutions.
• Develop platform capabilities that support multiple business functions and enable consistent, efficient user experiences across the organization.
• Partner with engineering, IT operations, quality assurance, and business stakeholders to prioritise, deliver, and measure product initiatives.
• Monitor product adoption, operational performance, and user feedback to identify improvement opportunities and drive data-informed product decisions.
• Evaluate and support the adoption of emerging technologies, including AI-driven automation, Large Language Models (LLMs), AI agents, workflow orchestration, and intelligent operations solutions where appropriate.
• Prepare and maintain product documentation, business requirements, process flows, release plans, and stakeholder communications.
Qualifications and Experience • Bachelor’s degree in Business, Information Systems, Computer Science, Engineering, or a related discipline.
• Master's Degree in Business Management, Management Studies, Business Studies, Information Systems, or a related field is advantageous.
• At least 8 years of relevant experience in product management, enterprise systems, platform products, business applications, or related technology roles.
• Proven experience delivering enterprise-scale applications or platforms such as ITSM, Enterprise Service Management (ESM), HRIS, ERP, CRM, workflow automation, shared services platforms, or other business-critical systems.
• Demonstrated experience owning products throughout the full lifecycle, from requirements analysis and solution design through implementation, adoption, and optimization.
• Proven experience managing platform products or enterprise platforms that support multiple stakeholder groups, business functions, or operational teams.
• Experience defining platform roadmaps, driving platform adoption, and balancing business, user, and technical requirements.
• Strong business analysis and process design skills, with the ability to translate complex business requirements into practical product solutions.
• Sound understanding of APIs, system integrations, databases, data flows, and enterprise application architecture.
• Experience working closely with engineering, operations, quality assurance, and business stakeholders in Agile or iterative delivery environments.
• Strong communication, stakeholder management, project coordination, and problem-solving skills.
• Demonstrated ability to manage competing priorities and deliver measurable business outcomes. • High professional proficiency in Mandarin (written and spoken) is required, as the role involves regular business communication with colleagues and clients who predominantly communicate in Mandarin.
Preferred Experience
• Experience with IT Service Management (ITSM) or Enterprise Service Management (ESM) platforms.
• Experience leading enterprise platform modernization, workflow automation, digital transformation, or operational efficiency initiatives.
• Experience delivering internal platforms used across multiple business functions.
• Familiarity with AI-enabled products, intelligent operations, business process automation, AI agents, or LLM-based solutions.
• Experience in FinTech, SaaS, technology, financial services, or other regulated industry environments.
Success Factors
Successful candidates are likely to demonstrate:
• Strong ownership and accountability for product outcomes.
• The ability to balance business objectives, user needs, and technical considerations in decision-making.
• A data-informed and customer-focused approach to product management.
• The ability to influence stakeholders and drive alignment across cross-functional teams.
• A continuous improvement mindset and a focus on delivering scalable and measurable business value.
Wong Shu Teng Joey EA License: 23C2060 Reg ID: R2095170
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