About the Role
As our Service Desk Product Manager, you will play a key role in shaping the future of the enterprise support experience for our diverse and complex stakeholder landscape. Your responsibilities will encompass the entire support journey, from how colleagues access information through intuitive self-service, to streamlined ticket submission, enhanced speed and accuracy in issue resolution by support teams, and insightful reporting. In this strategic position, you will champion a transformative agenda, utilizing next-generation AI capabilities to significantly improve user experience, optimize operations, and drive measurable efficiency gains. This is a unique opportunity to lead a high-impact product area at a global scale and define the support model of tomorrow.
We understand that life circumstances vary for each individual. At Tesco, we are always open to discussions about flexible working arrangements. Whether you are at the beginning of your career, seeking balance for personal pursuits, or navigating significant life events such as caregiving, nearing retirement, parenthood, or other personal journeys, please discuss your needs with us throughout the application process.
While specific responsibilities will evolve with the needs of the Tesco business, the following provides an overview of the role's key responsibilities and performance measures:
- Understand key user personas, customers, and stakeholders, identifying their pain points.
- Prioritize features and improvements that reduce friction and enhance the experience for both requesters and agents.
- Develop and drive a strategy and roadmap that delivers valuable, incremental wins for Tesco.
- Proactively align with various internal stakeholder groups to advance maturity and achieve business goals.
- Formulate a scalable strategy for implementing improvements across the significant number of teams we support.
- Monitor and drive product performance and adoption, working towards achieving defined outcomes and key results (OKRs).
Preferred Background
Experience & Background
- Minimum 2 years of proven experience as a Product Manager, preferably within service management or enterprise support.
- Demonstrable success in delivering products within large, complex organizations with multiple stakeholder groups.
- Expertise in product discovery methods, customer research, experimentation, and data-driven decision-making.
- Comfortable utilizing data dashboards, metrics, and operational analytics to inform prioritization.
AI & Technology Skills
- Strong knowledge of AI capabilities relevant to service management, including generative AI, Natural Language Processing (NLP), classification models, virtual agents, and predictive analytics.
- Experience integrating AI or automation technologies into user workflows or support operations.
What's in it for you
We believe in providing 'little helps' for our colleagues. Our Tesco colleague benefits package is designed to support you both professionally and personally. [Link to benefits information].
Key benefits include:
- Annual bonus scheme up to 20% of base salary.
- Holiday entitlement starting at 25 days plus a personal day (plus Bank Holidays).
- Holiday purchase scheme (for salaried roles).
- Private medical insurance.
- Retirement savings plan with Tesco matching contributions (4% to 7.5%).
- Life Assurance (5 x contractual pay).
- Generous maternity and adoption leave (26 weeks full pay + 13 weeks Statutory) and paternity leave (4 weeks full pay).
- Right to request flexible working from day one.
- Free 24/7 virtual GP service and Employee Assistance Programme (EAP) for you and your family.
- Free access to mental wellbeing support experts.
- Colleague Clubcard with discounts in-store and online (after 3 months).
- Attractive colleague deals and discounts on everyday purchases, dining, and utilities.
- Access to colleague networks fostering community and belonging.
- Opportunities for professional development and award-winning training.
You Will Need
End-to-End Product Ownership
- Own the strategic roadmap for the Service Desk experience, covering the full support lifecycle from self-service discovery to ticket creation, resolution workflows, and reporting.
- Define and continuously refine product vision, objectives, and KPIs to drive measurable improvements in user experience and operational efficiency.
- Lead product discovery activities including user research, data analysis, journey mapping, and experience design, ensuring value realization through delivery and change management.
- Possess a passion for enhancing the employee experience and simplifying complex processes at scale.
AI-Driven Innovation
- Identify opportunities to embed AI across the service ecosystem, including generative AI for knowledge self-service, intelligent ticket classification, automated resolution pathways, and predictive insights.
- Collaborate with Data Science, Engineering, and Support leadership to design and deploy AI-powered features that significantly reduce resolution time and improve support quality.
- Establish governance and ethical guidelines for AI usage to ensure security, transparency, and responsible deployment.
- Demonstrate a commitment to continuous learning, particularly in emerging AI technologies and modern service experiences.
Stakeholder & Cross-Functional Leadership
- Collaborate with support teams, engineering, UX, and business stakeholders to define requirements and align priorities across a complex, global organization.
- Facilitate clear communication between technical and non-technical teams, ensuring alignment on vision, expectations, and delivery timelines.
- Act as the voice of the customer for all service desk initiatives, ensuring colleague pain points and feedback directly inform product decisions.
Operational Excellence & Continuous Improvement
- Analyze service metrics, customer feedback, and operational data to uncover insights and prioritize enhancements.
- Drive simplification and automation of support workflows to reduce ticket volume and accelerate resolution speed.
- Define and track key performance indicators including deflection rates, ticket quality, resolution time, customer satisfaction, and AI impact metrics.
What's in it for you
At Tesco, we are committed to providing the best for our colleagues. Our reward package is designed to be market-competitive and reflects current industry practices for the valuable work you do in serving our customers, communities, and planet.
Our Total Rewards framework is built on four core principles: simplicity, fairness, competitiveness, and sustainability, encompassing Fixed Pay, Incentives, and Benefits.
- Salary: Your fixed pay is the guaranteed remuneration as per your employment contract.
- Leave & Time-off: Colleagues are entitled to 30 days of leave (18 days Earned Leave, 12 days Casual/Sick Leave) and 10 national and festival holidays, in accordance with company policy.
- Retirement Planning: In addition to statutory retirement benefits, Tesco supports colleagues with voluntary participation in programs like NPS and VPF.
- Health & Wellness: Tesco promotes a culture of health and wellness through various programs, including comprehensive medical insurance for colleagues and their dependents, which can extend to parents or in-laws.
- Mental Wellbeing: We provide mental health support through self-help tools, community groups, ally networks, and face-to-face counseling for both colleagues and their dependents.
- Financial Wellbeing: Through our financial literacy partner, we offer one-to-one financial coaching at discounted rates and provide salary advances on earned wages upon request.
- Save As You Earn (SAYE): Our SAYE program offers colleagues the opportunity to transition from employees to Tesco shareholders through a structured 3-year savings plan.
- Physical Wellbeing: Our green campus is equipped with facilities such as a cricket pitch, football field, badminton and volleyball courts, and indoor games, encouraging a healthier lifestyle.
About Us
Inclusion is central to everything we do at Tesco. We are committed to treating everyone fairly and with respect, valuing individuality and uniqueness to foster a true sense of belonging. Diversity and inclusion are deeply embedded in our values. Our aim is for all colleagues to feel comfortable being themselves at work, and we are dedicated to helping them thrive. Across the Tesco group, we are building an inclusive workplace that actively celebrates the diverse cultures, personalities, and preferences of our colleagues, who in turn contribute to our business success and reflect the diversity of the communities we serve.
Tesco Bengaluru is proud to be a Disability Confident Committed Employer, underscoring our commitment to creating a supportive environment for individuals with disabilities. We are dedicated to offering equal opportunities for all candidates and encourage applicants with disabilities to apply. Our recruitment process is fully accessible, and we are happy to provide reasonable adjustments during interviews. If you require any accommodations to participate in the recruitment process, please inform us. We are here to ensure everyone has an equal chance to succeed.
We are also committed to fostering a work environment where you can excel both professionally and personally. Our hybrid working model allows for flexibility, with 60% of your week spent collaborating in person with colleagues at our office or local sites, and the remainder working remotely. We recognize that each person's life journey is unique, whether you are starting your career, pursuing passions, or navigating life changes, and we are here to support you. Flexibility is a core part of our culture, and we encourage open conversations about how we can best accommodate your needs. Please discuss any required support during your application process.
