Product Manager - Tooling
Methods Business and Digital Technology Limited
Methods is a £100M+ IT Services Consultancy who has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK. Established over 30 years ago and UK-based, we apply our skills in transformation, delivery, and collaboration from across the Methods Group, to create end-to-end business and technical solutions that are people-centred, safe, and designed for the future.
Our human touch sets us apart from other consultancies, system integrators and software houses - with people, technology, and data at the heart of who we are, we believe in creating value and sustainability through everything we do for our clients, staff, communities, and the planet.
We support our clients in the success of their projects while working collaboratively to share skill sets and solve problems. At Methods we have fun while working hard; we are not afraid of making mistakes and learning from them.
Predominantly focused on the public-sector, Methods is now building a significant private sector client portfolio.
Methods was acquired by the Alten Group in early 2022.
Product Manager (Tooling) – Job Description
Position: Product Manager – Tooling
Reports to: Head of Managed Services
The Product Manager (Tooling) is accountable for the end‑to‑end management, evolution, and value realisation of internal operational tooling used across Managed Services.
The role ensures that all tooling platforms are:
- fit for operational purpose,
- aligned to service delivery and ITIL best practices,
- consistently configured and governed,
- scalable and continually improved in line with business priorities.
While HALO represents a significant focus, the role explicitly manages the wider internal tooling estate, including (but not limited to) Netcall, TeamViewer, and any future platforms introduced to support service delivery, automation, reporting, or customer experience.
The Product Manager acts as the single point of responsibility for tooling vision, backlog prioritisation, and stakeholder alignment, working closely with Service Operations, Cyber, Service Desk, and Delivery teams as well as customers.
The Product Manager acts as the bridge between stakeholders and the platforms, translating business needs into scalable solutions, prioritising effectively, and protecting the core design principles (particularly around standardisation and avoiding unnecessary customisation). Over time, becoming the custodian of how Methods and our Clients operate within our tooling platforms and solutions.
Accountabilities
- Own the product vision, roadmap, and backlog for all internal Managed Services tooling, with HALO ITSM as the primary platform.
- Ensure tooling supports efficient, scalable, and auditable service delivery across all customer accounts.
- Translate operational, service, and business needs into clearly defined, prioritised product backlog items.
- Balance competing demands across teams, ensuring tooling development focuses on maximum operational value and risk reduction.
- Act as the authority on tooling scope, configuration standards, and intended use, preventing tool sprawl and inconsistent practices.
- Ensure tooling changes are assessed for operational impact, aligned to ITIL practices, and introduced in a controlled manner.
- Drive continual improvement through data‑led insights, KPIs, user feedback, and service performance trends.
- Represent internal tooling at governance forums, service reviews, and leadership discussions.