Senior Technical Product Manager - AI & Service Strategy

About the company

Delivery Hero is a global local-delivery technology company focused on making ordering simple, fast, and convenient. It operates in about 65 countries, is headquartered in Berlin, and has been listed on the Frankfurt Stock Exchange since 2017 as part of the MDAX index.

The company describes itself as a fast-moving, impact-driven organization that builds technology-powered solutions for its ecosystem and values inclusion, action, and adaptability.

Role overview

This position is for a Senior Technical Product Manager focused on AI and service strategy within the Enterprise Technology Services tribe. The role is centered on transforming global IT service delivery by embedding AI into support, operations, and scaling processes across the service desk, local IT teams in Europe and APAC, enterprise applications, and hardware asset management.

The domain supports around 40,000 employees across four brands, and the objective is to make service delivery more intelligent, efficient, and effective every day.

What you will do

• Spot opportunities where AI can remove repetitive work, lower ticket volumes, or speed up issue resolution, then turn those opportunities into working solutions.
• Improve service performance across Local IT Service Delivery, the Global Service Desk, Enterprise Applications, and Hardware Asset Management by applying ITIL, change management, and data-driven methods.
• Develop or supervise AI-enabled tools, automation flows, and self-service experiences that reduce effort for both users and support teams.
• Lead change management for rollouts, platform changes, and process updates with clear planning, stakeholder alignment, and success measures.
• Define and manage domain KPIs such as ticket deflection, first-contact resolution, SLA and OLA compliance, AI adoption, and user satisfaction.
• Continuously identify useful AI capabilities and introduce them to the team proactively.
• Maintain clear, organized, and escalation-ready documentation, including process maps and ownership structures.
• Keep senior leaders informed with timely communication and no surprises.

What the role is about

AI is considered a core part of the service strategy in this function, not an optional add-on. The expectation is that knowledge, accountability, and AI capability should be distributed across the team rather than concentrated in one person.

Required experience and qualifications

• At least 6 years of experience in technical product management, service management, or IT operations within a large enterprise setting.
• Hands-on ability to learn and use AI tools such as Claude Code, Gemini CLI, Copilot, or similar products for building, automating, and prototyping.
• A strong ITIL background along with an AI governance mindset, including familiarity with incident, problem, and change management and the ability to assess risk, dependencies, and compliance early.
• Experience working with enterprise platforms such as Google Workspace, Slack, and Atlassian, with a focus on improving how they operate.
• Excellent communication skills with the ability to engage both senior leadership and operational teams effectively.
• A demonstrated record of improving a service or platform with measurable results.

Nice to have

• Experience designing or improving service desk operations at scale.
• Exposure to hardware asset management or endpoint services.
• Background in a multi-brand, multi-region technology environment.

Additional information

The company offers a hybrid work setup, with expected in-person collaboration at the Berlin campus 2 days per week.

Holiday entitlement includes 27 days of leave, plus an additional day in the second and third year of service.

Support for learning and development includes a €1,000 education budget, language courses, parental support, and access to Udemy Business.

Wellbeing benefits include health checkups, meditation, and gym access.

Financial and lifestyle benefits include an Employee Share Purchase Plan, Sabbatical Bank, public transportation ticket discount, life and accident insurance, and a corporate pension plan.

Food-related benefits include digital meal vouchers and food vouchers.

Relocation support and information for moving to Berlin are available, along with interview preparation resources.

Equal opportunity and accessibility

Delivery Hero states that it does not discriminate based on racial identity, religion, color, national origin, gender identity or expression, sexual orientation, age, marital status, disability status, or other personal characteristics.

Applicants who need accommodations or accessibility support for the interview process can contact the Inclusion Officer at inclusion@deliveryhero.com.

Severely disabled applicants with equal qualifications receive preferential consideration.

Applicants may also share their pronouns at the start of the process so they can be addressed respectfully.