Senior Technical Product Manager - AI & Service Strategy

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Senior Technical Product Manager - AI & Service StrategyFull-timeCompany DescriptionAs the world’s pioneering local delivery platform, our mission is to deliver an amazing experience, fast, easy, and to your door. We operate in around 65 countries worldwide powered by tech, designed by people. As one of Europe’s largest tech platforms, headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index. We enable creative minds to deliver solutions that create impact within our ecosystem. We move fast, take action and adapt. No matter where you're from or what you believe in, we build, we deliver, we lead. We are Delivery Hero.Job DescriptionWe 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.Qualifications6+ 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 InformationEnsuring you and all our Heroes are looked after, happy,...