Senior Technical Product Manager - AI & Service Strategy
Core
Drive the AI transformation of Global IT Service Delivery by embedding AI into service operations, automations, and self-service solutions to reduce manual effort and improve resolution times for 40,000 employees.
Role type
Senior Technical Product Manager (AI & Service Strategy)
Builds
AI-powered tools, automations, and self-service solutions for IT Service Delivery, Global Service Desk, Enterprise Applications, and Hardware Asset Management.
Domain
Enterprise IT Service Management (ITSM) and Artificial Intelligence
Deliverable
production ML models | product features
Required skills
Technical product management, service management, ITIL practices, AI tool application (Claude Code, Gemini CLI, Copilot), change management, stakeholder alignment, KPI definition
Preferred skills
Service desk operations design at scale, hardware asset management, multi-brand/multi-region environment experience
Technologies
Google Workspace, Slack, Atlassian
Responsibilities
Identify AI opportunities to replace manual effort and reduce ticket volume, manage change across service pillars with stakeholder maps and success metrics, define and own KPIs (ticket deflection, FCR, SLA/OLA adherence), introduce new AI capabilities proactively, maintain clean process maps and documentation.
Seniority
Senior, hands-on IC
