Manager, Contractual Services Delivery – Product Management

Role Overview

• Manage a global team of product owners, business analysts, capability managers, architects to define and implement the Capability and Technology roadmap for Contractual Service Delivery, in alignment with Business objectives (based on ServiceNow platform)
• Act as the focal point to HP Managed Service Delivery business on all capability and technology related matters, representing the broader Customer Support IT organization.
• Develop and maintain strong working relationships with senior-level business partners to ensure constant alignment of priorities, drive implementation and timely adoption of new capabilities and processes
• Develop and maintain strong working relationships with IT partners and other technology teams to ensure delivery of our technology plans
• Lead HP ServiceNow ITSM Platform strategy & vision. Participate E2E contractual architecture definition.
• Drive Service Delivery Architecture.
• Maintain Project Management excellence within the team, ensure priorities are aligned, reviewing progress, guiding the team, supporting on top issues/escalations
• Engage with ServiceNow to ensure support when needed, and to stay abreast with upcoming capabilities in their roadmap
• Participate in the yearly investment planning process, qualifying projects scope, impact, sizing. Support prioritization.
• Manage Suppliers: select suppliers, interview SMEs, manage SOWs, ensure timely invoicing
• Lead the integration and adoption of AI technologies to automate and enhance service delivery processes, including predictive analytics, intelligent workflow automation, and AI-powered customer support tools.
• Identify and champion AI-driven initiatives that improve operational efficiency, reduce costs, and increase customer satisfaction.
• Collaborate with data scientists and AI engineers to develop and implement machine learning models and solutions tailored to the Managed Services business.
• Ensure ethical and responsible use of AI technologies, aligning with industry standards and HP’s corporate values.
• Continuously monitor AI trends and emerging technologies, recommending innovative solutions for future business needs.
• Foster a culture of AI literacy and innovation within the team, providing guidance, training, and support for AI upskilling.

Requirements

• Four-year or Graduate Degree in Computer Science, Engineering, Business Administration, or any related discipline or commensurate work experience or demonstrated competence
• Typically has 10+ years of job-related experience or 8-10 years of management experience, preferably in engineering development and implementation, project planning tools and software packages, people management, or a related field.
• Experience leading AI projects and initiatives in a corporate environment is highly desirable.
• Demonstrated success in implementing AI solutions that deliver measurable business impact.
• Certifications in AI, Machine Learning, Data Science, or related fields are preferred.

Tech Stack

• ITSM
• ServiceNow

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Long term/short term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Generous time off policies, including; 4-12 weeks fully paid parental leave based on tenure
• 11 paid holidays
• Additional flexible paid vacation and sick leave