IT Product Owner - External

Location: London/Malta/Remote

Department: Product Management

Reports to: Head of IT/CPO

Role Overview

We are seeking an experienced Product Manager responsible for the administration and optimization of third-party tools and platforms within the business; specifically Sumsub, Intercom and Atlassian Jira.The ideal candidate will have a technical background & broad understanding of technical capabilities but will not be focused on development; their strength lies in understanding complex tools, managing platform services, broadening functions & usability in technical operations, quickly learning new systems as required.

This role focuses on supporting tooling for all operational departments, integrations with existing IT infrastructure & proposing changes to better support for each platforms workflow; reconfigurations of services & technical process for maximum capability, ensuring team members have the appropriate solutions to meet their needs.

This role also includes providing internal training on these systems and their integrations (how-to's and best practices), managing support tickets and coordinating with third-party providers for external training when necessary.

Key Responsibilities

Platform Ownership:

• Serve as the primary product owner for Sumsub, Intercom, and Jira, overseeing their integration, configuration, and ongoing management across the organization.
• Ensure that each platform is utilized to its full potential by regularly reviewing workflows, user feedback, and system performance.
• Drive adoption and continuous improvement of third-party tools to meet the needs of various teams, including Onboarding, Compliance, Support, and Product Development.
• Tool Integration & Process Optimization:
• Design, implement, and manage integrations between these platforms and other internal or external systems.
• Continuously analyze and improve the use of these tools to streamline workflows, reduce manual processes, and ensure efficiency across departments.
• Collaborate with development and operations teams to ensure seamless integration and functionality of tools within the broader technology stack.

Cross-Departmental Support & Collaboration:

• Act as the go-to expert for all teams regarding the use and capabilities of Sumsub, Intercom, Jira, and other tools as they are introduced.
• Work closely with departments like Sales, Compliance, and Customer Support to understand their needs, gather feedback, and customize tools to improve operational efficiency and user experience.
• Facilitate training sessions and workshops to ensure teams are fully utilizing each tool and aware of new features or updates.
• Manage internal support tickets related to these tools, resolving issues quickly and coordinating with third-party providers as needed.

Training & Support:

• Develop and deliver internal training materials, webinars, and workshops to ensure teams are well-versed in the tools they use.
• Arrange training sessions with third-party providers where available, ensuring teams have access to the latest insights and best practices.
• Serve as the internal support lead for all issues related to Sumsub, Intercom, and Jira, resolving queries and escalating to third-party vendors when necessary.

Product Roadmapping & Strategy:

• Define and drive the product roadmap for each tool, balancing immediate business needs with long-term strategic goals.
• Collaborate with stakeholders to align tool usage and integration efforts with overall business objectives.
• Regularly communicate roadmap progress, upcoming changes, and potential impacts to stakeholders at all levels.

Vendor & Stakeholder Management:

• Maintain relationships with third-party vendors, ensuring proper support, licensing, and implementation of tool updates.
• Manage and negotiate contracts and service-level agreements (SLAs) with third-party vendors to ensure maximum value from each tool.
• Act as a liaison between vendors and internal teams, escalating and resolving issues quickly.

Monitoring, Reporting & Analytics:

• Establish KPIs for tool performance and usage, monitoring effectiveness and identifying opportunities for further optimization.
• Provide regular reporting on tool usage, performance metrics, and return on investment (ROI) to senior leadership.
• Utilize data analysis to guide decisions on workflow enhancements, feature adoption, and new tool implementation.

Learning & Adapting New Tools:

• Quickly learn and onboard new tools and platforms as needed, ensuring they are effectively integrated and support business objectives.
• Stay up-to-date with industry trends, emerging technologies, and best practices in third-party tool management.
• Lead research efforts to identify new tools that may benefit the organization and provide strategic recommendations.

Required Skills & Experience:

• Sumsub, Intercom, and Jira Expertise: Proven experience managing and optimizing these platforms to support business operations.
• Integration & Workflow Management: Strong background in designing and managing integrations between tools and optimizing workflows across various departments.
• Technical Understanding: Ability to grasp technical concepts, manage APIs, and collaborate with development teams, without needing to be a developer.
• Cross-Departmental Collaboration: Proven ability to work effectively across teams (e.g., Compliance, Customer Support, Sales, Operations) and understand their unique needs.
• Product Roadmapping: Experience creating product roadmaps and driving tool adoption and continuous improvement.
• Training & Support: Experience in developing and delivering training materials, webinars, and workshops, as well as managing support requests and coordinating external training when necessary.
• Vendor & Stakeholder Management: Skilled at managing relationships with third-party vendors and negotiating contracts.
• Data-Driven Decision Making: Ability to establish and track KPIs, perform data analysis, and use insights to drive tool improvements and business efficiency.
• Problem-Solving & Quick Learner: Strong problem-solving skills with a demonstrated ability to quickly learn new tools, platforms, and technologies.

Preferred Qualifications:

• Experience in the fintech, SaaS, or similar fast-paced industries.
• Previous experience in product management for third-party tools, rather than internal/proprietary software.
• Familiarity with other integration platforms (e.g., Zapier) is a plus.
• Experience with data visualization or reporting tools to support decision-making processes.