Senior Product Manager – Service & Delivery Platform
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Job Location:
Eindhoven - Netherlands
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Job Title
Senior Product Manager Service & Delivery PlatformJob Description
We are seeking an experienced Senior Product Manager to complement our product team contributing to the vision strategy and roadmap for our ServiceNow-based customer service ecosystem. This role will drive the development and optimization of digital capabilities that enable our service organization to deliver exceptional customer experiencesspanning case management renewals upsells customer complaints self-service and knowledge management.
The ideal candidate will be a strategic thinker and a hands-on product leader who thrives at the intersection of AI automation customer experience and enterprise service technology. You will shape how our service organization uses data and intelligent automation to deliver faster smarter and more personalized support.
Your role:
Product Strategy & Roadmap
Define and co own the end-to-end product roadmap for ServiceNow capabilities supporting the global service organization.
Translate business needs into a clear product vision focused on intelligent workflows predictive insights and customer self-service empowerment.
Collaborate with senior stakeholders to align platform strategy with corporate goals and service transformation objectives.
Customer & Business Outcomes
Partner with Service Operations Customer Success Sales and Marketing to understand and optimize user journeys for renewals upsells complaint handling and self-service.
Leverage AI-driven analytics predictive models and conversational bots to enhance customer experiences and reduce manual workloads.
Develop data-driven insights to improve customer satisfaction resolution rates and operational efficiency.
Promote proactive service capabilities through anomaly detection sentiment analysis and case prediction tools
Execution & Delivery
Lead an agile cross-functional team of developers business analysts and UX designers to deliver platform enhancements on time and within scope.
Prioritize features and backlog items based on user feedback business value AI readiness and measurable outcomes.
Partner with IT and ServiceNow architects to ensure scalable and secure implementations.
Drive integration of AI/ML services within ServiceNow such as Virtual Agent Predictive Intelligence and Performance Analytics
Governance & Continuous Improvement
Establish product governance frameworks for change management release planning and platform standards.
Define KPIs and success metrics for platform adoption customer engagement and operational efficiency.
Stay current on ServiceNow & AI innovations (e.g. Customer Service Management Knowledge and AI modules) and identify opportunities to leverage new capabilities.
Youre the right fit if:
6 years of experience in product management preferably within enterprise service management and SaaS platforms.
Deep understanding of ServiceNow (especially CSM ITSM Knowledge and AI modules) and its role in large-scale service operations.
Experience driving adoption of AI-enabled solutions such as virtual assistants chatbots predictive analytics or process automation.
Strong analytical and problem-solving skills with proficiency in defining and tracking key product and AI performance metrics.
Excellent communication and stakeholder management skills with the ability to influence at all levels of the organization.
Experience with Agile delivery frameworks (Scrum Kanban) and tools such as Jira Aha! or ServiceNow Agile Development.
Ability to travel up to 20%.
Preferred Qualifications
Experience in a service organization or customer success function (B2B or B2C).
Familiarity with AI-driven self-service intelligent automation and machine learning applications in customer service contexts.
ServiceNow certification or hands-on implementation experience preferred.
Background in integrating data analytics and AI pipelines with enterprise platforms.
Success in This Role Looks Like
A cohesive roadmap that integrates AI and automation to elevate service quality responsiveness and personalization.
Significant increases in digital and self-service adoption driven by intelligent recommendations and conversational interfaces.
Reduction in complaint resolution time through predictive insights and proactive engagement.
Strong alignment between business IT and data teams to deliver next-generation service capabilities.
How we work together
We believe that we are better together than apart. For our office-based teams this means working in-person at least 3 days per week.
About Philips
We are a health technology company. We built our entire company around the belief that every human matters and we wont stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.
Learn more about our business.
Discover our rich and exciting history.
Learn more about our purpose.
If youre interested in this role and have many but not all of the experiences needed we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care here.
#LI-EU
Required Experience:
Senior IC
Key Skills
- IT Experience
- Data Center Experience
- Problem Management
- Network Management
- Management Experience
- Solaris
- Customer Support
- ServiceNow
- IT Service Management
- ITIL
- Project Management
- Operating Systems
About Company
Philips has been revolutionizing lighting for over 125 years. We pioneered the world changing development of electric light and LED, and are now leading the way in intelligent lighting systems. Our deep understanding of how lighting positively affects people, enables us to deliver inn ... View more
