Berlin, Germany. Full-time. Employees work in a hybrid mode with two days per week in the office.
Company Description
As the world's pioneering local delivery platform, Delivery Hero's mission is to deliver an amazing experience, fast, easy, and to your door. The company operates in around 65 countries worldwide, powered by tech and designed by people. Delivery Hero is headquartered in Berlin, Germany, listed on the Frankfurt Stock Exchange since 2017, and part of the MDAX stock market index.
Job Description
Delivery Hero is looking for a Senior Technical Product Manager - Agentic Ops to join the Enterprise Technology Services tribe.
As a Senior Technical Product Manager, you will drive the AI transformation of the 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 the organization works, supports, and scales. The domain serves 40,000 employees across four brands. About 20% of your time supports senior leadership directly through PMO-style reporting and project updates across the domain.
- You identify where AI can replace manual effort, reduce ticket volume, or improve resolution time, and then make it happen by building or overseeing tools and automations.
- You drive service improvement across Local IT SD, GSD, Enterprise Apps, and HAM by diagnosing issues, fixing processes, and using AI to prevent recurring problems.
- You manage change and own metrics including stakeholder maps, rollout success metrics, ticket deflection, FCR, SLA/OLA adherence, AI adoption rate, and CSAT.
- You introduce new AI capabilities before the team asks for them and bring in relevant developments from the field.
- You keep the domain documented, structured, and escalation-ready with clean process maps and clear ownership.
- You translate strategic direction into program-managed delivery and help move the domain from manual workload to AI-first solution delivery.
The world of IT service delivery is changing fast. AI is not a trend here; it is the strategy.
Qualifications
- 6+ years in technical product management, service management, or IT operations in a large-scale enterprise environment.
- Proven ability to learn and apply AI tools such as Claude Code, Gemini CLI, Copilot, or similar.
- Change management instincts and an understanding of how service organizations run, with an AI governance mindset.
- Experience across enterprise platforms such as Google Workspace, Slack, Atlassian, or similar.
- Strong communication skills and the ability to align senior technology leaders and service desk teams.
- Proven track record of improving a service or platform with measurable outcomes.
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.
- Familiarity with ITIL or similar service management frameworks.
Additional Information
- Make the most of the hybrid working model and join the team in the Berlin campus 2 days a week.
- 27 days holiday with an extra day on the 2nd and 3rd year of service.
- 1.000 EUR Educational Budget, language courses, parental support, and access to Udemy Business.
- Health checkups, meditation, and gym offers.
- Employee Share Purchase Plan, Sabbatical Bank, public transportation ticket discount, life and accident insurance, and corporate pension plan.
- Digital meal vouchers and food vouchers.
- Relocation information through the Delivery Hero relocation resources.
Delivery Hero believes diversity and inclusion are key to creating an exciting product and an amazing customer and employee experience. Severely disabled applicants with equal qualifications will be given preferential consideration.
Vollzeit
IT Projektmanagement