We have a fantastic opportunity for Product & Service Manager to join our team in Accrington on a full-time permanent basis.

The successful candidate is responsible for delivering high-quality IT service management and product oversight across the business. This role supports the continuous improvement of IT systems and services while also contributing to the product lifecycle from concept through to delivery. Acting as a bridge between operational users, developers, and IT management, this role ensures service excellence, system reliability, and innovative digital product delivery aligned with the strategic vision of First Travel Solutions (FTS).

Key Responsibilities

Service Management & Operational Support

• Provide first and second line support for FTS systems, managing incidents, service requests and change through established tools and processes (e.g. Zendesk, Slack, SharePoint).
• Ensure IT services are delivered in line with SLAs and OLAs, using ITIL-aligned practices to manage incidents, problems, and service continuity.
• Work with internal stakeholders and external suppliers to address service-related challenges and coordinate effective issue resolution.
• Produce and maintain service performance reports, dashboards, and service reviews to support ongoing operational insight and decision-making.
• Monitor and maintain internal documentation for service processes, service catalogue items, and IT operational guidelines.

Product Management & User Engagement

• Own and manage the digital product lifecycle, from roadmap planning through to delivery and continuous improvement.
• Conduct user workshops, requirements gathering sessions, and stakeholder interviews to define product needs.
• Translate user needs into actionable user stories, specifications, and documentation for development and QA teams.
• Collaborate with cross-functional teams to ensure product features are prioritised, tested, and released effectively.
• Evaluate feedback through tools such as HotJar, UserPilot and analytics to inform improvements and product iterations.
• Champion user experience improvements across digital platforms, ensuring consistent value delivery.

IT Governance, Risk & Compliance

• Ensure adherence to IT governance frameworks, particularly around change and incident management.
• Support compliance with internal policies and external standards, including ISO, ITIL, GDPR and Cyber Essentials.
• Assist in preparing for audits, reviews, and system-related risk assessments where necessary.

Reporting & Analysis

• Analyse support data to identify service trends, root causes, and areas for improvement.
• Provide insights and metrics to senior managers to influence decisions and investment in IT service capability.
• Maintain structured records, system documentation, service reports, and stakeholder action plans.

Stakeholder & Relationship Management

• Build and maintain strong relationships with internal users, product owners, developers, and IT leadership.
• Communicate technical and service-related concepts in plain language to non-technical stakeholders.
• Represent user needs and feedback in product planning discussions and project delivery teams.

Skills/Experience

• Demonstrated experience in IT service delivery or service desk environments with a strong customer service ethos.
• Familiarity with ITIL processes such as Incident, Problem, and Change Management.
• Ability to analyse operational data and produce high-quality, actionable reports.
• Experience with service management tools and digital product lifecycle methodologies (Agile, Scrum, DSDM).
• Understanding of product design, prototyping (e.g. Adobe XD), and front-end technology considerations (HTML/CSS/JS desirable).
• Excellent stakeholder management and communication skills, both written and verbal.
• Strong problem-solving skills and a proactive attitude toward service improvement and innovation.

Rewards & Benefits

• Your health is important to us which is why we offer Simply Health & Smart Health for you and your dependents at no cost to you! This offering includes cash back benefits across optical & dental as well as virtual GP appointments, mental health support and nutrition and fitness advise. Our EAP provision offers 24hr, 365 days a year mental health support
• We are also committed to your financial wellbeing, and we offer a platform with many discounts on high street brands and supermarkets etc
• Working at First you also receive discounted train travel for you and your family after 6 months service as well as a free bus pass
• Cycle to work scheme
• 25 days' holiday + bank holidays
• Pension scheme and chance to buy discounted First Group shares
• Flexible working

We put a big focus on physical and mental wellbeing at First Bus. We recognise that anyone can be affected by the stresses and strain of work, or life outside it. You'll find a range of health-promotion initiatives, and you will have 24/7 access to our confidential Employee Assistance Programme.

Public transport serves everyone, whatever their differences. At First Bus, we want to be an employer open to you, no matter what your differences are. We aspire to be an inclusive organisation because diverse backgrounds, thinking and experiences bring so many benefits to our customers, communities and people. We welcome applications from all.

Applicants are advised that background checks will be conducted as a standard part of our recruitment process.