Public summary
Join a leading global tech platform headquartered in Berlin as a Senior Technical Product Manager specializing in AI and service strategy within the Enterprise Technology Services team. Drive AI transformation across IT service delivery to enhance workflows, reduce manual effort, and improve user experience for 40,000 employees spanning multiple regions and brands. You'll define KPIs, manage change, and implement AI-powered tools to optimize service desk operations and enterprise IT services. The role promotes a fast-paced, innovative environment focused on embedding AI capabilities into service delivery processes without requiring German language skills.
Location and work setup
- Location
- Berlin
- Remote status
- Hybrid
- German requirement signal
- No German Required Detected
- Detected job language
- English
Responsibilities
Lead AI-driven transformation initiatives across the Global IT Service Delivery domain, including Global Service Desk and Local IT teams. Identify AI opportunities to reduce manual effort and ticket volumes. Develop and oversee AI-powered automations and self-service solutions. Manage change processes with detailed planning, stakeholder engagement, and success metrics. Define and track key performance indicators such as ticket deflection, resolution times, and user satisfaction. Maintain clear process documentation and ensure escalation readiness. Proactively introduce new AI capabilities to the team. Keep senior stakeholders informed and engaged throughout transformations.
Qualifications
6+ years in technical product management, service management, or IT operations within large-scale enterprises. Proven experience applying AI tools such as Claude Code, Gemini CLI, Copilot, or similar for building and automating solutions. Strong foundation in ITIL with expertise in incident, problem, and change management and AI governance. Practical experience improving enterprise platforms like Google Workspace, Slack, or Atlassian. Excellent communication skills capable of aligning technical and operational stakeholders. Demonstrated success improving service platforms with measurable results. Nice to have: experience with large-scale service desk operations, hardware asset management, and multi-brand, multi-region technology environments.