Senior Technical Product Manager - AI & Service Strategy

About the opportunity

We 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.

About 20% of your time supports senior leadership directly, through PMO-style reporting and project updates across the domain.

• 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 program-managed delivery, including owning domain strategy and its cross-functional integrations, taking the domain from manual workload to AI-first solution delivery, so 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.

• 6+ years in technical product management, service management, or IT operations in a large-scale enterprise environment.

• You have a proven ability to learn and apply AI tools:
  Claude Code, Gemini CLI, Copilot, or similar. You can build, automate, and prototype, and you actively seek ways to bring AI into how you and your team operate.

• Change management instincts and an understanding of how service organizations run, with an AI governance mindset: you can spot risks, dependencies, and compliance issues before they become problems, not after.

• Experience across enterprise platforms (Google Workspace, Slack, Atlassian, or similar) as a practitioner who improves things, not just administers them.

• Strong communication: you can align a CTO and a service desk team in the same week.

• Proven track record of improving a service or platform with measurable outcomes. You can show the before and after.

• Experience designing or improving service desk operations at scale.

• Background in hardware asset management or endpoint services.

• Experience in a multi-brand, multi-region technology environment.

• Familiarity with ITIL or similar service management frameworks.

As the world’s pioneering local delivery platform, our mission is to deliver an amazing experience, fast, easy, and to your door. We operate in around 65 countries worldwide, powered by tech, designed by people. As one of Europe’s largest tech platforms, headquartered in Berlin, Germany, Delivery…