Product Manager

The Product & Service Design Product Manager (AI & Intelligent Services) plays a critical role in defining the strategy, design, lifecycle, and continuous evolution of Bell’s AI enabled and intelligent service portfolio. Working closely with the Service Design Portfolio Programme Manager and cross functional stakeholders, this role ensures services are customer centric, commercially viable, technically robust, and ready for successful go to market execution and long term adoption.

The role focuses on shaping and scaling intelligent services including AIOps, Intelligent Management Services (IMS), digital agents, workflow automation, predictive analytics, generative AI solutions, and data driven optimisation.

• Define and maintain the vision, strategy, and roadmap for AI enabled and intelligent services, ensuring alignment with Bell’s business objectives and customer needs.
• Shape AI led service strategies, including AIOps, predictive monitoring, intelligent automation, self-healing concepts, and advanced observability platforms.
• Identify new service opportunities through market research, customer insight, competitive analysis, and emerging AI trends.

Product Lifecycle & Roadmap Management

• Own and optimise the end to end lifecycle of AI enabled services, from discovery and design through launch, adoption, optimisation, and retirement.
• Define and manage prioritised roadmaps for intelligent services, including digital agents, workflow automation, generative AI capabilities, and data driven services.
• Ensure services remain scalable, cost effective, competitive, and outcome driven.

AI & Technical Collaboration

• Work closely with AI engineers, platform teams, and architects to ensure AI capabilities are technically feasible, secure, ethically sound, and aligned with Bell’s architectural and governance frameworks.
• Contribute to AI capability assessments, model performance evaluation, and service readiness reviews.
• Ensure AI powered services include appropriate guardrails, monitoring, human in the loop controls, and fallback mechanisms.

Customer Value & Adoption

• Conduct customer readiness assessments to ensure customers can successfully adopt and realise value from AI driven services.
• Lead regular customer success and value realisation sessions, identifying opportunities for further automation, optimisation, and AI led enhancement.
• Translate customer feedback and operational insights into measurable service improvements.
• Partner with finance to develop service commercials, including usage based pricing, automation driven ROI models, and cost optimisation projections.
• Track and manage budgets, forecasts, and financial performance, ensuring services meet margin, cost to serve, and growth targets.
• Develop robust business cases and executive Service Concepts for new or enhanced AI driven services.

Performance Measurement & Continuous Improvement

• Define and track success metrics for AI enabled services, such as:

• Automation rate and efficiency gains
• Predictive accuracy and model performance
• MTTR reduction and operational improvements
• Digital agent adoption and utilisation
• Cost to serve and margin improvements

Cross Functional Leadership

• Collaborate closely with the rest of the product & service design team, practices, delivery, sales, marketing, customer success, and finance to ensure services are well designed, well positioned, and supported end to end.
• Support requirements gathering, tooling evaluation, and capability planning, identifying resource and skills gaps and working with practices on recruitment and training needs.

Person Specification

• 3+ years’ experience in Product Management, ideally within service led, platform, or B2B environments.
• Proven experience owning and evolving service or product offerings across the full lifecycle, from discovery through launch and optimisation.
• Strong customer centric mindset, with experience gathering insights, mapping service journeys, and translating needs into scalable product and AI enabled solutions.
• Hands on experience delivering AI powered or data driven products, including defining use cases, working with data science and ML teams, and iterating based on performance metrics.
• Solid understanding of the AI product lifecycle, including data dependencies, model performance, monitoring, and continuous improvement.
• Experience defining and managing service level objectives for AI enabled services (e.g. reliability, latency, accuracy, quality).
• Highly analytical and data driven, comfortable using metrics, experimentation, and business cases to prioritise work and demonstrate value.
• Strong stakeholder management and communication skills, with the ability to collaborate effectively across engineering, delivery, finance, sales, and customer teams.
• Familiarity with service management and delivery frameworks (e.g. ITIL, Agile Service Management) and modern product ways of working.
• Strong understanding of financial and operational considerations for services, including cost to serve, scalability, and ROI, particularly in AI contexts.
• Awareness of responsible AI, ethics, and data privacy, with experience defining guardrails and managing risk in customer facing AI services.
• Experience with generative AI, LLM based services, or digital agents.
• Background in service operations or delivery within enterprise or regulated environments.

Ways of Working

• Comfortable operating in ambiguous, fast moving environments, balancing innovation with operational stability and risk management.
• Outcome focused, customer driven, and continuously improvement oriented.

Why Join Bell

• We prioritise internal development opportunities and offer access to our Udemy training platform.
• Flexible remote working and a supportive environment for varying personal circumstances.
• A diverse and inclusive work culture.
• Modern vibrant workplaces.
• Company pension.
• Cycle to work scheme.
• And much more!

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