Role descriptionLocation:Dallas TX (5 days onsite)Job DescriptionAI Service Desk Workplace services Technical Product Manager
Role MissionOwn endtoend product management for a multiwave AI automation and workplace experience transformation spanning Service Desk EndUser Compute IT Operations Knowledge Management Identity and Contact Center Be the single accountable connective tissue across client business units engineering teams and vendor partners translating executive outcomes into engineered automation and engineered outcomes into business value the CIO can defend
Key Responsibilities- Own the automation usecase backlog weightedpriority scoring model and wavebased roadmap rebalance based on evidence from pilots telemetry and stakeholder input
- Run intake for new automation candidates and apply the governance framework spanning candidate intake safetoautomate runbook readiness validation readiness pilot exit and scale approval
- Maintain the AUTO REVIEW MANUAL decision posture across the portfolio and responsibly grow the share of unattended automation
- Drive daytoday execution across Service Desk EUC Network IAMSecurity ITSM Platform Contact Center HRIT and Software Asset Management workstreams
- Own dependency management across AWS Connect ServiceNow Tanium Intune and Systrack delivery teams clarifying tool attribution so capabilities complement rather than overlap
- Lead pilot scoping successcriteria definition and pilotexit readiness reviews
- Unblock contested scope conversations with structured evidencebased decisions
- Translate use cases into solution patterns across Tier 0 selfservice selfheal deflectionshiftleft AHT reduction proactive remediation and workflow automation
- Partner with architects on LLMRAG agentic workflow conversational AI Lex Now Assist Virtual Agent Amazon Q in Connect and eventdriven automation designs
- Drive the knowledgebase readiness program article health KCS adoption refresh cadence that underpins RAGbased deflection
- Ensure every automation has a measurable validation signal and autoclosure evidence model
- Build credibility with client CIOVPlevel sponsors CyberSecurity leadership Service Desk operations and AWS ServiceNow Tanium Systrack partners
- Navigate sensitive scope decisions including previously deferred or blocked initiatives using datadriven business cases
- Run weekly steering biweekly working groups and periodic executive readouts be the ontheground LTIMindtree face for the client
- Own the value scorecard deflection rate AHT FCR escalation rate ticketvolume reduction FTE redeployment and total automation value delivered
- Drive instrumentation across ServiceNow Contact Lens Systrack and Tanium so every automation reports against its business case
- Publish portfolio reviews to the CAB and executive sponsors defend prioritization with data
- Required Skills
- 18 years total experience with 10 years as a Technical Product Manager Product Owner Senior Program Manager in enterprise IT services ITSM transformation or contactcenter modernization programs
- Demonstrated ownership of at least one largescale ServiceNow program ITSM ITOM Event Management Service Mapping Discovery Virtual Agent or Now Assist
- Knowledge of at least two of Tanium Microsoft Intune Systrack or equivalent DEX tooling M365 Entra ID Active Directory
- Track record running AI GenAI agentic workflow initiatives in production RAGbased knowledge deflection conversational AI intelligent triage or agentassist
- Proven experience operating governance frameworks for automation intake pilot scale including risk and blastradius controls
- Working knowledge of ITIL v4 KCS and SAFe Scaled Agile
- Experience navigating Security Cyber approval cycles for identityadjacent automations password reset MFA access provisioning
- Experience presenting to CIO VPlevel audiences and CABs
- Strong written communication can author a onepage CIO brief and a detailed pilotexit report with equal confidence
- Diplomatic in scope disputes especially around overlapping tool capabilities and contested ownership
- Bachelors degree in CS Engineering or related field MBA or equivalent business credential preferred
- Certifications strong plus ServiceNow CIS CSA AWS Cloud Practitioner or Solutions Architect PMIACP CSPO ITIL 4 Foundation
- No remote substitution 5 daysweek onsite in Dallas TX with occasional travel to clients other US sites
