Service Desk Transformation Team Leader
6 days ago
As a Service Desk Product Manager, you’ll lead the transformation of our IT support model into a modern, AI-enhanced, user-first experience. Working across internal teams and external partners, you’ll shape a roadmap that prioritises intelligent automation, self-service, and proactive support. This role sits at the heart of Kantar’s technology transformation, helping us deliver faster, smarter support to our people and enabling better outcomes across the business.
We seek a strategic leader to oversee best practices and governance for Kantar's outsourced IT Service Desk. The role involves setting direction, driving continuous improvement, provide over-sight and ensuring top-tier service standards.
See the link below to apply for this opportunity at the world’s leading marketing data and analytics company.
Define and deliver a product vision that simplifies and modernises the service desk experience
Integrate AI and machine learning to enable predictive support and virtual agents
Collaborate with external partners to redesign workflows and service levels
Launch intuitive self-service tools that reduce ticket volumes and improve resolution speed
Use behavioural and operational data to continuously improve support journeys
Drive knowledge management practices that support smart search and ticket deflection
Establish and track KPIs to demonstrate improvements in digital support experience
Candidates with 8-10 years of Experience delivering digital support products with a focus on user experience
Understanding of AI, automation, and machine learning in IT service environments
Confident simplifying complex service journeys into intuitive digital experiences
We shape the brands of tomorrow by better understanding people everywhere. And if we combine the expertise of our people with the latest AI technology, we can really help brands discover some amazing insights.
Equality of opportunity for everyone is our highest priority and we support our colleagues to work in a way works for them. Privacy and Legal Statement
At Kantar, the diversity of our employees provides a richer environment for our employees and broader depth and breadth of thinking for our clients. Kantar is committed to inclusion and diversity; therefore, we welcome applications from all sections of society and do not discriminate based on age, race, religion, gender, pregnancy, sexual orientation, gender identity, disability, marital status, or any other legally protected characteristics.
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