Senior Technical Product Manager - AI & Service Strategy

Delivery Hero
Berlin
Workplace: HybridFull timeFunction: Product ManagementExperience: 6+ yearsSkills: ["Communication","Stakeholder management","Data-driven decision-making","Problem-solving","Change management"]

Drive the AI transformation of a global IT service delivery domain, embedding AI into how the service desk, enterprise applications, and hardware asset management operate. Identify where AI replaces manual work to reduce ticket volume and improve resolution times, build AI-powered automation and self-service, define KPIs (deflection, resolution, SLA/OLA adherence, adoption, satisfaction), and lead change rollouts with ITIL-aligned governance across a 40,000-employee, multi-brand environment.

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FursaFursa
Delivery Hero
Delivery Hero
1 day ago

Senior Technical Product Manager - AI & Service Strategy

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Source: Company careers pageValidated by: Fursa AI
Last checked: 20 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Drive the AI transformation of a global IT service delivery domain, embedding AI into how the service desk, enterprise applications, and hardware asset management operate. Identify where AI replaces manual work to reduce ticket volume and improve resolution times, build AI-powered automation and self-service, define KPIs (deflection, resolution, SLA/OLA adherence, adoption, satisfaction), and lead change rollouts with ITIL-aligned governance across a 40,000-employee, multi-brand environment.
Location: Berlin
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Drive AI transformation across the Global IT Service Delivery domain, improving how the service desk and local IT teams support employees across Europe and APAC.
  • •Identify and implement opportunities for AI to reduce manual effort, lower ticket volume, and improve resolution time.
  • •Build or oversee AI-powered tools, automations, and self-service solutions to reduce friction for end users and the team.
  • •Manage change across fast-moving rollouts by creating plans, mapping stakeholders, and defining success metrics for each platform/process shift.
  • •Define and own domain KPIs (ticket deflection, first-contact resolution, SLA/OLA adherence, AI adoption rate, and user satisfaction) and keep documentation escalation-ready.

Pay and Benefits

Perks:Paid LeaveLearning BudgetGym MembershipInsurancePensionEquity

Key Requirements

  • •6+ years in technical product management, service management, or IT operations in a large-scale enterprise environment.
  • •Ability to learn and apply AI tools (e.g., Claude Code, Gemini CLI, Copilot) to build, automate, and prototype AI-enabled workflows.
  • •Strong ITIL foundation and an AI governance mindset across incident, problem, and change management (risk/dependencies/compliance).
  • •Hands-on experience with enterprise platforms such as Google Workspace, Slack, and Atlassian, improving services as a practitioner.
  • •Proven track record improving a service or platform with measurable, before/after outcomes.
Experience:6+ yearsEnterpriseAIIT service managementService deskMulti-brandMulti-region
Skills:CommunicationStakeholder managementData-driven decision-makingProblem-solvingChange management
Languages:English
Tech Stack:Claude CodeGemini CLICopilotAIITILGoogle WorkspaceSlackAtlassian

Company Brief

Delivery Hero
Global online food-ordering and local delivery platform operating multiple regional brands (e.g., Foodpanda, Glovo, Talabat) across 50–70+ countries, supplying food and quick-commerce deliveries via marketplace and logistics services.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Berlin, Germany
Founded: 2011
Glassdoor
Glassdoor: 3.4
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