Summary
✨ AI‑Generated
A Senior Technical Product Manager will lead AI transformation across a large global IT service delivery domain. The role involves identifying manual processes suitable for AI automation, reducing support workload, improving resolution times, diagnosing service issues, and overseeing tools and automations across service desk, local IT, enterprise applications, and hardware asset management.
Highlights
Lead AI transformation across global IT service delivery, identify opportunities for automation and efficiency, and drive improvements across service desk, local IT, enterprise applications, and asset management functions.
Description
Job DescriptionWe are on the lookout for a Senior Technical Product Manager - Agentic Ops to join our Enterprise Technology Services tribe on our journey to always deliver amazing experiences.
As a Senior Technical Product Manager, you will drive the AI transformation of our Global IT Service Delivery domain.
From the Global Service Desk to Local IT teams across Europe and APAC, from Enterprise Applications to Hardware Asset Management, you will embed AI into how we work, how we support, and how we scale.
The domain serves 40,000 employees across four brands.
Your job is to make it smarter, faster, and better every day.
You identify where AI can replace manual effort, reduce ticket volume, or improve resolution time, and then you make it happen, building or overseeing the tools and automations that get there.
You drive service improvement across all pillars: Local IT SD, GSD, Enterprise Apps, and HAM, going into teams, diagnosing what is broken, fixing the process, and using AI to make sure it does not break the same way again.
You manage change and own the metrics: every rollout has a stakeholder map and a success metric; every pillar has KPIs you track and report: ticket deflection, FCR, SLA/OLA adherence, AI adoption rate, and CSAT.
You introduce new AI capabilities before the team asks for them.
You follow the space closely and bring in what is relevant.
You keep the domain documented, structured, and escalation-ready: clean process maps, clear ownership, no ambiguity, no surprises for senior stakeholders.
You translate strategic direction into delivery, making sure the team, tools, and processes are always ready for what comes next.
The world of IT service delivery is changing fast.
AI is not a trend here, it is the strategy.
The expectation is that knowledge, ownership, and AI capability are embedded into the team, not carried by one person.
If you want to be at the front of that change and build something that lasts, this is your role.
