Manager, Contractual Services Delivery Product Management

Manager, Contractual Services Delivery Product Management Description

- Job Summary This role is responsible for leading the Managed Services Delivery Digital Transformation, managing a global team of product owners, business analysts, capability managers, architects, testers, to define and implement the Capability and Technology roadmap for the HP Service Now instance dedicated to Service Delivery, in alignment with Business teams. The role will drive the strategic adoption and integration of AI solutions to optimize service delivery, automate processes, and enhance decision-making.

This position is open to candidates in the following locations:

Houston, Texas or Barcelona, Spain or Bangalore, India Responsibilities Manage  a global team of product owners, business analysts, capability managers, architects to define and implement the Capability and Technology roadmap for Contractual Service Delivery, in alignment with Business objectives (based on Service Now platform)
Act as the focal point to HP Managed Service Delivery business on all capability and technology related matters, representing the broader Customer Support IT organization.

Develop and maintain strong working relationships with senior-level business partners to ensure constant alignment of priorities, drive implementation and timely adoption of new capabilities and processes

Develop and maintain strong working relationships with IT partners and other technology teams to ensure delivery of our technology plans

Lead HP Service Now ITSM Platform strategy & vision. Participate E2E contractual architecture definition. Drive Service Delivery Architecture.

Maintain Project Management excellence within the team, ensure priorities are aligned, reviewing progress, guiding the team, supporting on top issues/escalations

Engage with Service Now to ensure support when needed, and to stay abreast with upcoming capabilities in their roadmap

Participate the yearly investment planning process, qualifying projects scope, impact, sizing. Support prioritization.

Manage Suppliers: select suppliers, interview SMEs, manage SOWs, ensure timely invoicing

Lead the integration and adoption of AI technologies to automate and enhance service delivery processes, including predictive analytics, intelligent workflow automation, and AI-powered customer support tools.

Identify and champion AI-driven initiatives that improve operational efficiency, reduce costs, and increase customer satisfaction.

Collaborate with data scientists and AI engineers to develop and implement machine learning models and solutions tailored to the Managed Services business.

Ensure ethical and responsible use of AI technologies, aligning with industry standards and HP’s corporate values.

Continuously monitor AI trends and emerging technologies, recommending innovative solutions for future business needs.

Foster a culture of AI literacy and innovation within the team, providing guidance, training, and support for AI upskilling.

Education & Experience Recommended Four-year or Graduate Degree in Computer Science, Engineering, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.

Typically has 10+ years of job-related experience or 8-10 years of management experience, preferably in engineering development and implementation, project planning tools and software packages, people management, or a related field.

Experience leading AI projects and initiatives in a corporate environment is highly desirable.

Demonstrated success in implementing AI solutions that deliver measurable business impact.

Preferred Certifications Certifications in AI, Machine Learning, Data Science, or related fields are preferred.

Knowledge & Skills Services/contractual business experience

Service

Now platform expertise

Advanced AI expertise (including machine learning, natural language processing, and automation technologies)
IT architecture

Software development lifecycle management

Agile methodology

Automation

Product Management Product Engineering People management

Budget management

Strategic Thinking Program/Project management

Overall leadership

Communication

Vendor management

Negotiation…