Product manager

Hp Scds; León; On-site; EUR 60,000 - 90,000; Full time

Job summary

GSB Software and Solutions in León, Spain, is seeking a technical and experienced professional with excellent communication skills, fluent English, and a proactive mindset to contribute across product and service management and customer leadership.

Reporting to the Head of Customer Success, the role blends service delivery across the product lifecycle with leading responses to priority customer situations, collaborating with R&D and cross-functional teams to drive improvements in services and

Qualifications

• Four-year or Graduate Degree in Computer Science, Information Technology Service Management, Engineering, Business Administration, or related discipline.
• Typically has 3–5 years of work experience in change management, incident management, or related field or an advanced degree with 3–5 years of work experience.

Responsibilities

• Addresses high-risk or complex application issues using growing technical knowledge.
• Leads escalations and manages alerts per established procedures.
• Collaborates with marketing, sales and engagement teams to reflect customer needs.
• Assesses and validates complex changes to fulfill customer requirements; participates in CAB.
• Supervises configuration management and enhances operational efficiencies.
• Analyzes business and systems processes to turn feedback into improvements.

Skills

Excellent communication

Fluent English

Proactive mindset

Willingness to contribute

Education

Four-year or Graduate Degree in Computer Science, IT Service Management, Engineering, Business Administration, or related discipline

Job description

We are looking for a technical and experienced profile with excellent communication skills, fluent English, a proactive mindset, and a strong willingness to contribute.

Working hours: Monday to Friday, 9:00 AM to 6:00 PM

GSB Software and Solutions

Reporting to the Head of Customer Success within the GSB Software and Solutions organization, the role offers a balanced combination of product and service management and high-impact customer leadership. Approximately half of the role focuses on shaping and executing service delivery across the product life cycle, from new product introduction through maintenance, evolution, and discontinuation, while building strong relationships with stakeholders across multiple organizations.

The other half provides the opportunity to lead the response to priority customer situations, bringing together the right expertise and partnering closely with R&D and cross-functional teams to achieve timely, effective resolutions. This visible and collaborative aspect of the role enables the successful candidate to make a direct customer impact while turning operational insights into improvements in services, products, and the overall customer experience.

Responsibilities:

• Utilizes growing technical knowledge to address application issues involving high risk or complexity.
• Tackles single and cross technology/application incidents independently and collaborates with the team, delivery centers, and other organizational units to effectively resolve complex cases, documenting known errors and workarounds.
• Identifies, manages, and leads escalations and alert management, in accordance with established procedures and policies.
• Collaborates with marketing, sales, and engagement teams to ensure accurate reflection of customers and their needs.
• Assesses, enacts, and validates complex and high-risk changes/solutions to fulfill customer requirements; participates in a Change Advisory Board.
• Supervises the processes of configuration management, addresses issues, and establishes methodologies for enhancing operational efficiencies.
• Analyzes complex business and systems processes and synthesizes closed-loop feedback management to address customer issues effectively.
• Applies organizational solutions to fulfill complex customer needs, including innovative service delivery models for new services.
• Enhances the effectiveness and efficiency of capacity management processes and operational practices, evaluating the potential impact of proposed changes on capacity design and planning.
• Leads activities related to damage assessment, coordinates with other recovery teams, makes decisions regarding recovery steps, maintains comprehensive records, and furnishes reports on recovery status.
• Applies developed subject matter knowledge to solve difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.

Education & experience recommended:

• Four-year or Graduate Degree in Computer Science, Information Technology Service Management, Engineering, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 3–5 years of work experience, preferably in change management, incident management, or a related field or an advanced degree with 3–5 years of work experience.