Service Portfolio Manager

Service Portfolio Manager

Position Summary

The Senior Service Product Manager is responsible for defining and executing the global service portfolio strategy to drive sustainable growth, customer satisfaction, and recurring revenue across the product lifecycle. This role will develop innovative service offerings, digital service solutions, maintenance programs, and customer support capabilities that create long-term competitive advantage while enhancing the overall customer experience.

The successful candidate will combine strong business acumen, customer-centric thinking, and strategic leadership with experience managing service portfolios in industrial, technology, or enterprise environments. This individual will work closely with the Product organization, Engineering, Sales, Sales Operations, Marketing, Operations, and the International (commercial) organization and commercial teams to develop, launch, and optimize service solutions that maximize customer value and business performance.

Primary Responsibilities

• Define and execute the global service portfolio strategy, including lifecycle services, warranty analytics, pricing, maintenance and commercial- programs, digital services, software-enabled offerings, training, consulting, and support solutions.
• Own the service portfolio roadmap from concept through commercialization, growth, maturity, and retirement while delivering measurable improvements in recurring revenue, profitability, customer retention, and service adoption.
• Develop business models that expand recurring revenue through subscription, maintenance, service contracts, and digital service offerings.
• Lead the development and launch of new service products in collaboration with Engineering, Operations, Customer Success, Sales, Marketing, and regional business teams.
• Continuously assess customer needs, service performance, competitive offerings, and industry trends to identify opportunities for innovation and portfolio expansion.
• Develop pricing strategies, service packaging, warranty programs, support offerings, and lifecycle management policies that improve profitability and customer satisfaction.
• Define service value propositions and commercial strategies that enable regional sales organizations to successfully position and sell service solutions.
• Monitor key business metrics including service revenue, gross margin, renewal rates, customer retention, utilization, customer satisfaction, and service profitability.
• Drive continuous improvement initiatives that enhance service delivery efficiency and customer experience.
• Support strategic partnerships, digital transformation initiatives, and business development opportunities related to service growth.
• Present service portfolio strategy, market insights, business performance, and investment recommendations to executive leadership.

Qualifications

The successful candidate is a strategic, customer-focused leader with strong analytical, organizational, and project management skills. They possess a passion for improving customer outcomes through innovative service solutions and have demonstrated success leading cross-functional teams in complex, global organizations.

Required Skills and Experience

• Customer-focused with experience identifying customer needs through interviews, surveys, analytics, workshops, and Voice of Customer (VoC) programs.
• Strong strategic thinking with the ability to balance short-term business objectives and long-term service portfolio growth.
• Demonstrated leadership and influencing skills across cross-functional and global matrix organizations.
• Excellent analytical and critical thinking skills with the ability to transform market insights into actionable service strategies.
• Results-oriented with experience defining KPIs and delivering measurable business outcomes.
• Strong communication and presentation skills with experience engaging executive stakeholders.
• Experience managing service portfolios, aftermarket services, customer success programs, digital services, or subscription-based offerings.
• Strong understanding of service lifecycle management, pricing strategies, commercial models, warranty programs, and customer support operations.
• Experience developing recurring revenue business models and service commercialization strategies.
• MBA preferred, or equivalent business and technical experience.
• 8–10+ years of experience in Product Management, Service Product Management, Product Marketing, Customer Success, or Service Business Management.
• Experience working within industrial technology, instrumentation, manufacturing, enterprise technology, or related industries is preferred.
• Familiarity with Lean Portfolio Management, Agile product development, or Service Lifecycle Management methodologies is a plus.
• Willingness to travel internationally up to 25% as required.