Manager, Contractual Services Delivery Product Management

Job Summary

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

Houston, Texas;
Barcelona, Spain;
Bangalore, India

• Manage a global team of product owners, business analysts, capability managers, and architects to define and implement the Capability and Technology roadmap for Contractual Service Delivery, aligned with business objectives.
• Act as the focal point for HP Managed Service Delivery business on all capability and technology matters, representing the broader Customer Support IT organization.
• Develop and maintain strong working relationships with senior‑level business partners to ensure alignment of priorities, drive implementation, and ensure timely adoption of new capabilities and processes.
• Develop and maintain strong working relationships with IT partners and other technology teams to ensure delivery of technology plans.
• Lead HP Service Now ITSM Platform strategy & vision; participate in end‑to‑end contractual architecture definition; drive Service Delivery Architecture.
• Maintain Project Management excellence within the team, ensuring priorities are aligned, reviewing progress, guiding the team, and supporting critical issues and escalations.
• Engage with Service Now to ensure support and stay abreast of upcoming capabilities in their roadmap.
• Participate in the yearly investment planning process, qualifying project scope, impact, sizing, and supporting prioritization.
• Manage suppliers: select suppliers, interview SMEs, manage SOWs, and 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.

• Four‑year or graduate degree in Computer Science, Engineering, Business Administration, or a related discipline, or equivalent work experience or demonstrated competence.
• Typically 10+ years of job‑related experience or 8–10 years of management experience, preferably in engineering development and implementation, project planning tools, 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.

• Certifications in AI, Machine Learning, Data Science, or related fields.

• Services/contractual business experience
• Service Now platform expertise
• Advanced AI expertise (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 skills
• ITIL
• AI solution evaluation and implementation
• Data‑driven decision making and analytics
• AI ethics and governance
• Change management for AI adoption
• AI training and team development

Base pay range: $154,400 to $227,750 annually, with additional opportunities for bonus and/or equity (applicable to US candidates only). Pay varies by work location, job‑related knowledge, skills, and experience.

• Health insurance
• Dental insurance
• Vision insurance
• Long‑term and short‑term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Generous time off policies, including:
• 4–12 weeks fully paid parental leave based on tenure
• 11 paid holidays
• Additional flexible paid vacation and sick leave (US benefits overview)

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.