Senior Technical Product Manager - AI & Service Strategy

Job Description

We are on the lookout for a Senior Technical Product Manager -   AI & Service Strategy 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.

• You drive service improvement across all pillars: Local IT SD, Global Service Desk, Enterprise Applications, and Hardware Asset Management, using ITIL practices, change management, and data.

• You build or oversee AI-powered tools, automations, and self-service solutions that reduce friction for end users and the team.

• You manage change across a fast-moving domain: every rollout, platform update, or process shift has a plan, a stakeholder map, and a success metric.

• You define and own KPIs across the domain: ticket deflection, first-contact resolution, SLA and OLA adherence, AI adoption rate, and user satisfaction scores.

• You introduce new AI capabilities to the team before they ask for them. You follow the space closely and bring what is relevant in.

• You keep the domain documented, structured, and escalation-ready: clean process maps, clear ownership, no ambiguity.

• You keep senior stakeholders informed, not surprised.

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.

Qualifications

• 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.

• Solid ITIL foundation and AI governance mindset: incident, problem, and change management are second nature, and you can identify risks, dependencies, and compliance considerations 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.

Nice to have:

• 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.

Additional Information

Ensuring you and all our Heroes are looked after, happy, and healthy is always on the menu. Because if you’re in good shape, then we’re in good shape.

• Make the most of our hybrid working model and join the team for face-to-face connection and collaboration in our beautiful Berlin campus 2 days a week

• We offer 27 days holiday with an extra day on 2nd and 3rd year of service

• We will support you in developing yourself and your career growth opportunities: 1.000 € Educational Budget, Language Courses, Parental Support and access to the Udemy Business platform to explore a variety of online courses.

• Get moving and release those wonderful, mind-boosting endorphins: Health Checkups, Meditation & Gym.

• Cash. Dough. Cheddar. Whatever you call it, we’ll help you with it: Employee Share Purchase Plan, Sabbatical Bank, Public Transportation Ticket Discount, Life & Accident Insurance, Corporate Pension Plan

• The power of getting together over some food is unrivaled. Here are a few ways to help you do that. All the yum: Digital Meal Vouchers and Food Vouchers.

• Wondering what relocating to Berlin is like? In this article, we’ve put together 10 things you should know about moving to Berlin and how Delivery Hero can support you. You can also visit our relocation hub and check out more information about moving to Berlin.

• Ready to prepare for your interview? Check out the list of the 5 most common interview questions and answers created in collaboration with our recruiters.

Ready to join our team? If you’re excited to grow, collaborate and be part of the world’s leading delivery platform, we’d love to hear from you. Apply today!

We believe diversity and inclusion are key to creating not only an exciting product, but also an amazing customer and employee experience. Fostering this starts with hiring - therefore we do not discriminate on the basis of racial identities, religious beliefs, color, national origin, gender identities or expressions, sexual orientations, age, marital or disability statuses, or any other aspect that makes you, you.

We encourage you to let us know if you need any accommodations or specific accessibility support to ensure a smooth interview experience—just let us know with an email to our Inclusion Officer at [email protected].

Severely disabled applicants with equal qualifications will be given preferential consideration.

You're welcome to share your pronouns (he/she/they) right from the start so we can address you respectfully from our first contact.