Senior Technical Product Manager - AI & Service Strategy

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…