ITSM Product Manager

2 months ago

Zagreb, City of Zagreb, Croatia Transcom Croatia Full time

Welcome to Transcom's Product Manager description page

We are happy to share some information about our great company and our amazing Tech Hub

We are a global network of 30,000 local specialists, across 26 countries, passionate about providing outstanding customer experiences.

Given over 200 clients we support worldwide, we have opened our specialized Tech Hub in Croatia and Philippines. A collective of amazing people who brainstorm, learn, teach, support each other, find solutions, eat, drink and party together In Croatia we have grown to 75 employees in just 3 years and we keep growing (try and stop us). With several product houses, we offer full support to both our clients and our employees, helping them grow and learn and to never have a reason to leave.



What's in it for YOU

Opportunity to work to a hybrid model International and inclusive environment, that makes you feel supported, encouraged, and welcome from day one; Work-life balance-based culture; Continuous development through our internal learning platforms and best practices sharing; Corporate, sport and social responsibility events; Stebby or Health insurance package after the trial period; discounts; Phone bill compensation or company phone Education budget designated for each of the department Personalised development plan
Great, now that we got you excited and interested in our company, our values and our Tech Hub, it is time to get to all the position details, something we are sure you are curious about.

Join us as a Product Manager

Product Managers are the driving force behind aligning IT service management solutions with the evolving needs of the business. They collaborate closely with business stakeholders to gain a deep understanding of their pain points, objectives, and strategic vision. Leveraging this insight, they translate these needs into clear and comprehensive product roadmaps and functional specifications for the ITSM platform (e.g., ServiceNow).

Ultimately, ITSM Product Managers play a pivotal role in ensuring that IT service management is not just a reactive function, but a strategic enabler of business growth and innovation. Their work directly contributes to a more agile, responsive, and customer-centric organisation.

Functional responsibilities

Product Strategy: Define and execute the product roadmap for our ServiceNow platform, aligning it with overall business objectives and ITSM best practices. Automation first mindset and strategic product management experience is a must to understand both business and IT needs.Requirements Gathering: Collaborate with stakeholders across the organization to gather, prioritise, and document requirements for ServiceNow enhancements and new features.Platform Optimization: Continually evaluate and improve the ServiceNow platform's functionality, user experience, and performance.Vendor Management: Build and maintain strong relationships with ServiceNow and other relevant vendors/partners.Communication & Training: Ensure clear communication of ServiceNow updates, changes, and best practices to end-users and stakeholders. Develop and deliver training materials as needed.Project Management: Oversee the implementation of new ServiceNow modules or features, coordinating with internal teams and external partners.Metrics & Reporting: Track and analyze key performance indicators (KPIs) to measure the effectiveness of the ServiceNow platform and identify areas for improvement.

What we are looking for:

Bachelor's degree in Computer Science, Information Systems, or a related field.7+ years of experience in product management, ideally within IT or a technology-driven environment.Exceptional communication and interpersonal skills, with the ability to collaborate effectively with diverse stakeholders.Analytical mindset with experience using data to drive decision-making.Strong understanding of ITSM principles and processes (ITIL certification is a plus).Proven ability to gather and translate complex business requirements into technical solutions.Experience with Agile development methodologies is preferredFamiliarity with ServiceNow or other ITSM platforms (Nice to have)Experience working in a large, complex IT environment.Fluency in written and spoken English.

What Life at Transcom is like
Transcom Worldwide is one of the leading global customer experience companies, supplying local and global clients in multiple markets within our global footprint with forward-leaning customer experience solutions via different channels like voice, chat, social media etc. We are 30,000 customer experience specialists at 69 offices across 26 countries, delivering services in 33 languages to international brands in various industry verticals. At Transcom, we're relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That's just how we are at Transcom. Here we care, and root for each other. You're included, just as you are, from day one. And with the right mindset, there's no end to how far we can go together.


At Transcom, we follow our Values to a T, we live them, we breathe them, it is what we base our day to day work life on (and it is not just an empty promise, ask anyone).

We're here to support

We keep our promises

We come as we are

We're team players

We're lifelong learners

We're sure you loved everything you've read and heard, and would definitely love to learn more. In that case, apply, come talk to us, we are an open book. You will get all the nitty-gritty details, no hidden agendas, no false promises. What you hear/see, is what you get.


We would love to meet and talk to you And hopefully soon say: "Welcome to Transcom"

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