End-to-End Product Ownership

· Own the strategic Global support roadmap for the Service Desk experience

· Lead product discovery activities including user research, data analysis, journey mapping, and experience design. Ensuring value is realised through delivery and change management

· Work across a number of stakeholders and sponsors to align on strategy and requirements, being able to communicate clearly on a regular basis

· Passion for improving the employee experience and simplifying complex processes at scale

· Track value in a meaningful way on a regular basis and perform discovery to understand how additional value can be realised. Define an operating model for how the successes of the initial implementation can be scaled across the business.

AI-Driven Innovation

· Partner with our incumbent Saas vendor to leverage their capabilities, including AI capabilities, in a safe and valuable way

· Be able to understand, document, communicate and work to reduce risks that AI can pose

· Commitment to continual learning — especially in emerging AI technologies and modern service experiences.

Operational Excellence & Continuous Improvement

· Analyse service metrics, customer feedback, and operational data to uncover insights and prioritise enhancements.

· Drive simplification and automation of support workflows to reduce ticket volume and accelerate resolution speed.

· Define and track key performance indicators including deflection rates, ticket quality, resolution time, customer satisfaction, and AI impact metrics.

Preferred Background:

Experience & Background

· Minimum 2 years proven experience as a Product Manager, ideally within the service desk space.

· Experience with ticketing tools, ideally Zendesk.

· Demonstrable success delivering products across large, complex organisations with multiple stakeholder groups.

· Expertise in product discovery methods, customer research, experimentation, and data-driven decision-making.

· Comfortable working with data dashboards, metrics, and operational analytics to inform prioritisation.

AI & Technology Skills

· Some knowledge of AI capabilities relevant to service management (e.g., generative AI, NLP, classification models, virtual agents, predictive analytics).

· Preferably, experience integrating AI or automation technologies into user workflows or support operations.