Product Technology Manager

hace 2 semanas

Madrid, Madrid, España Happening A tiempo completo

A Product Technology Manager is the narrative and product owner for transforming Superbet's support domains into Enterprise Engineering products. Reporting directly to our CIO and partnering with our Engineering Managers, the role defines the "what" for a self‑service, AI‑driven Support Product that spans IT Support, Product Support, and Retail Support. The PMT does not manage the squads' day‑to‑day "how" — instead, it specifies outcomes, capabilities, and guardrails so teams can deliver against a clear target state.

What you'll be doing:

  • Set the Support Product vision and narrative across IT, Product, and Retail support, anchored in self‑service and AI‑assisted workflows
  • Define target capabilities and guardrails, not team management: request automation, AI triage, knowledge architecture, incident and change orchestration, vendor governance
  • Decompose the target state into quarterly outcomes and product increments
  • Specify success metrics and telemetry, review signals and adapt the roadmap
  • Align cross‑tribe dependencies with Enterprise Infrastructure, Business Products, and Retail Technology to land migrations without SLA regression
  • Embed compliance by design: evidence capture, access reviews, SoD, and audit‑ready runbooks
  • Define tribe strategy and quarterly roadmap, co‑chairing backlog with Engineering Managers
  • Translate business needs into clear service definitions, workflows, playbooks, and knowledge architecture
  • Drive shift‑left: automate common requests, improve knowledge reuse, and reduce MTTR
  • Orchestrate incident, change, and release processes so migrations land without breaching SLAs
  • Govern vendors and tooling against SLAs and security baselines
  • Specify telemetry and success metrics. Review performance and course‑correct with data
  • Coordinate cross‑tribe dependencies with Enterprise Infrastructure, Retail Technology, and Business Products
  • Ensure compliance is built‑in: evidence capture, access reviews, and audit‑ready workflows
  • Maintain a living service catalog and productized support offerings with SLAs and OLAs
  • Write service blueprints, process maps, and runbooks. Keep knowledge bases current and searchable
  • Define automation backlog for requests, provisioning, and common incidents
  • Specify observability: FCR, resolution time, escalation rate, backlog growth, SLA adherence, office readiness, and incident efficiency
  • Lead quarterly reviews with stakeholders. Communicate risks, capacity, and trade‑offs

What we are looking for:

  • Bachelor's degree in Computer Science, Information Systems, Engineering, or closely related technical field
  • Strong technology foundations are mandatory; business orientation is welcomed but not a substitute for technical education
  • 5+ years in product, service management, or operations for IT support, workplace, or service desks
  • Demonstrated ability to translate business needs into technically sound, scalable service capabilities
  • Hands‑on familiarity with support tooling, automation, and integration patterns; able to partner credibly with EMs and engineers
  • Proven delivery of cross‑functional initiatives with measurable impact on SLAs and support KPIs
  • Experience leading incident, change, and release improvements in regulated or audited environments
  • Base in Croatia (Zagreb or Split), Spain (Madrid), or Slovakia (Bratislava or Žilina)

Bonus points for:

  • Advanced degree or professional certifications in ITSM or product management
  • Experience with AIOps‑style routing, self‑service portals, and automation fabric
  • Background supporting retail or distributed field operations

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