Role description
Location:Dallas TX (5 days onsite)
Job Description
AI Service Desk Workplace services Technical Product Manager
Role Mission
Own 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
Skills
Mandatory Skills : Servicedesk, ServiceNow ITOM-ServiceMapping, ServiceNow ITSM, ServiceNow(ITOM ITSM and other) Functional Testing, Transformation
Other details
Variable Compensation: This position includes a bonus or variable payout component based on individual and organizational performance. Actual compensation within the range will be dependent upon the individual's skills, experience, performance and internal equity.
Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree (“LTIM”):
Benefits and Perks:
- Comprehensive Medical Plan Covering Medical, Dental, Vision
- Short Term and Long-Term Disability Coverage
- 401(k) Plan with Company match
- Life Insurance
- Vacation Time, Sick Leave, Paid Holidays
- Paid Paternity and Maternity Leave
The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.
Disclaimer: The compensation and benefits information provided herein is accurate as of the date of this posting.
LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.
Benefits
Compensation range: $155,374.00 to $177,293.00 per year
About LTM
LTM is an AI-centric global technology services company and the Business Creativity partner to the world’s largest and most disruptive enterprises. We bring human insights and intelligent systems together to help clients create greater value at the intersection of technology and domain expertise. Our capabilities span integrated operations, transformation, and business AI — enabling new ways of working, new productivity paradigms, and new roads to value. Together with over 87,000 employees across 40 countries and our global network of partners, LTM — a Larsen & Toubro company — owns business outcomes for our clients, helping them not just outperform the market, but to Outcreate it. Please also note that neither LTM nor any of its authorized recruitment agencies/partners charge any candidate registration fee or any other fees from talent (candidates) towards appearing for an interview or securing employment/internship. Candidates shall be solely responsible for verifying the credentials of any agency/consultant that claims to be working with LTM for recruitment. Please note that anyone who relies on the representations made by fraudulent employment agencies does so at their own risk, and LTM disclaims any liability in case of loss or damage suffered as a consequence of the same. Recruitment Fraud Alert - https://www.ltimindtree.com/recruitment-fraud-alert/
