ITSM Product Manager

Ekco; Cape Town; On-site; ZAR 1 029 000 - 1 373 000; Full time

Job summary

A leading cloud solutions provider in South Africa seeks an ITSM Product Manager to manage the Freshservice ITSM platform. This role focuses on optimising IT service delivery, supporting client onboarding, and enhancing service processes. Ideal candidates will have 5+ years of experience in ITSM, strong analytical skills, and excellent communication abilities. A culture rooted in diversity and equality, with ample growth opportunities, awaits you.

Benefits

25 days annual leave + public holidays

Birthday Leave

Company Pension Scheme

Employee Assistance Programme

Global team activity challenges

Unlimited access to Pluralsight

Opportunities for international progression

Qualifications

• Minimum of 5 years' experience in IT service management and ITSM administration.
• ITIL certification is an advantage.
• Proven experience in managing system enhancements.
• Strong experience in integrating new clients into an MSP environment.

Responsibilities

• Manage and maintain the ITSM platform (Freshservice).
• Optimise service processes and monitor performance indicators.
• Lead technical support and maintenance for system performance.
• Oversee onboarding of new clients and their technical integration.
• Communicate with stakeholders and manage vendor relationships.

Skills

IT service management

Analytical skills

Problem-solving

Communication

Project management

Education

Bachelor’s degree in information technology or related field

Tools

Freshservice ITSM

Job description

About Ekco

🚀 Founded in 2016, Ekco has quickly become one of Europe’s fastest-growing cloud solution providers and your trusted security-first Managed Service Provider.

IT leaders choose Ekco to drive operational efficiency, scale smarter and stay ahead of risk – powered by local expertise, delivered at European scale.

We specialise in helping organisations advance their cloud maturity guiding transformation, strengthening security, and maximising the value of their technology investments.

☁️ In simple terms: we help organisations modernise with confidence securing their systems, optimising their cloud, and keeping them resilient in a rapidly changing world.

🌍 Today, we’re a thriving team of 1,000+ talented and supportive colleagues across the UK, Ireland, Benelux, South Africa, and Malaysia and we’re continuing to grow.

At Ekco, how we work matters as much as what we deliver. Our people live by four core values that shape everything we do:

• On It : We take ownership, follow through, and get things done.
• All In : We collaborate, support each other, and commit fully to shared goals.
• Connected : We build trusted relationships with colleagues, clients, and partners.
• Hungry to Grow : We stay curious, keep learning, and push ourselves to the next level.

🏠If these values resonate with you, you’ll feel right at home here.

The Role

We are seeking a dedicated ITSM Product Manager whose primary role will be strategically supporting and maintaining the ITSM platform (Freshservice), ensuring it operates as a high-impact asset that contributes significantly to the success and growth of our managed services. This role requires a hands‑on approach to the technical management of the system, a keen understanding of IT services, ITIL processes, and IT service management. You will be expected to provide technical solutions to complex business challenges and have a forward‑thinking mindset to adapt to the evolving needs of a rapidly growing organisation.

Day-to-day at Ekco

• ITSM platform management : Ensure the robust operation, configuration, and systematic upkeep of the ITSM platform to meet current and emerging needs. Implement strategic enhancements, customisations, and system updates, maintaining high service availability and functionality.
• Strategic IT service management : Leverage ITSM best practices to optimise service processes, contributing to the reliability, efficiency, and quality of service delivery to clients. Analyse performance indicators and operational metrics to drive continuous service improvement.
• Drive Automation and Streamline processes : Utilise native functionality and external automation platforms to work with multi‑disciplined teams to breakdown complex processes and streamline them to help drive and adopt automation across the platform.
• Support & maintenance leadership : Provide expert technical support, promptly addressing system issues to maintain optimal platform performance and user satisfaction. Lead routine maintenance activities, ensuring system integrity, compliance, and security.
• Client onboarding & business integration : Streamline and manage the onboarding process for new clients, setting standards for excellence from the first point of engagement. Oversee the technical integration of new business acquisitions, ensuring consistency and uninterrupted service excellence.
• Collaborative process improvement : Work closely with various departments to understand service utilisation and areas for improvement, advocating for changes that enhance overall effectiveness. Document workflows and procedures, contributing to an institutional knowledge base and facilitating consistent service delivery.
• Vendor & stakeholder engagement : Serve as the key liaison for the ITSM vendor relationship, managing contracts, service levels, and joint initiatives for platform enhancement. Communicate effectively with internal and external stakeholders, aligning platform capabilities with business objectives and client expectations.

What we are looking for

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Minimum of 5 years’ experience in IT service management and ITSM administration.
• Certification in ITSM, preferably ITIL, is an advantage.
• Demonstrated experience in the support and maintenance of ITSM platforms.
• Proven ability in managing system enhancements and upgrades, with a focus on minimal service disruption and strong change control.
• Practical experience in the integration of new clients and businesses into an MSP environment.
• Strong analytical and problem‑solving skills, with the ability to make data‑driven decisions.
• Excellent communication and interpersonal skills, with a track record of successful stakeholder engagement.
• Knowledge of ITSM platforms is essential.
• Knowledge of Freshservice ITSM solution at an expert level would be highly advantageous.
• Experience within a Managed Service Provider or fast‑paced Enterprise environment.

Benefits / Perks

• ☀️ Time Off : 25 days annual leave + public holidays
• 🎂 Birthday Leave : One extra day off to celebrate
• 💰 Company Pension Scheme
• 📞 Employee Assistance Programme (EAP) for wellbeing support
• 🏃♀️ EkcOlympics : Global team activity challenges
• 📚 Unlimited access to Pluralsight for continuous development
• 🌱 Real opportunities to grow, including international progression

Why Ekco

• ⭐️ Microsoft’s 2023 Rising Star Security Partner of the Year
• 🚀 First Irish Microsoft MSP to achieve all four Microsoft Security Specialisations
• 🏅 Ranked 4th fastest‑growing technology company in the Deloitte Fast50 Awards
• 🌈 A culture rooted in diversity, equality, inclusion & belonging
• 🎉 A commitment to internal mobility and career progression
• ✨ Flexible, family‑friendly working at the heart of our culture
• 🔐 Proud to be your trusted security‑first Managed Service Provider chosen by IT leaders to drive operational efficiency, scale smarter and stay ahead of risk.