Product Manager - Service Desk

Salary: Competitive

Location: WGC AL1 7GA

United Kingdom

Apply by: 28/06/2019

Product Manager - Service Desk


About the role

About the Technology - Service Desk Team

The Tesco technology capability team is a combination of product teams and engineering teams, working collaboratively to build products for our colleagues.

The team is really passionate about making it as simple and efficient as possible for colleagues to get help. This includes developing new ways to enable colleagues to help themselves, as well as enabling helpdesks and technology teams to provide support effectively.

We are responsible for owning the product roadmap and managing the development and rollout of improvements to our Service Desk systems and help centres across Tesco globally.

You will be responsible for

The Role – Product Manager

Whilst specific responsibilities will be dependent upon the changing needs of the Tesco business, the following provides an overview of the role’s key responsibilities and measures:

  • Work closely with business process owners to identify potential improvements to the service desk tools and processes
  • Use data to identify opportunities for change and to validate new features or processes
  • Work closely with stakeholders across the business to land large scale changes to service desk tools and processes
  • Effectively document and explain new requirements to engineering teams using user stories and acceptance criteria, breaking down complex pieces of work into small, deliverable chunks of value that can be delivered quickly
  • Ensure understanding and communication of requirements
  • Identify opportunities to release incremental value across teams and work with PMs and Engineering to plan sprints/releases that deliver maximum value with the least effort
  • Drive the acceptance and adoption of ideas and improvements with product and engineering stakeholders
  • Prioritise coordinate and communicate the resolution of live product issues independently
  • Primary go-to resource for all matters relating to Service Desk product and incident management processes.
  • Understand and demonstrate all of the features of the tools and processes to different audiences within and outside of my immediate product team
  • This role will best suit an individual who enjoys working as part of a team, is well organised, pragmatic and a lateral thinker with an inquisitive mind who is motivated to make change for the better and, most importantly, puts our customers first

You will need

Key Skills and Experience

You’ll need to have demonstrated experience of:

  • Track record of using data to drive change to products and processes
  • Ability to understand complex problems and provide logical and rational solutions
  • Experience delivering large scale change successfully
  • Experience in a service desk, incident management or similar domain
  • Articulating a complex product strategy in terms of consumer and business value
  • Experience and understanding of agile techniques to deliver large scale, high quality products
  • Working effectively with multi-disciplinary teams and challenging business stakeholders
  • Understanding of how to contribute to all phases of the software development lifecycle
  • The ability to influence without authority
  • Have a solid technical understanding to be comfortable having technical conversations and know when to challenge and ask questions
  • Demonstrate exposure to and experience of core development skills – information architecture, user journeys, wireframe design, testing and design briefs


  • Flexibility, ability to plan and organise, responsiveness, creativity, self-starter 
  • Able to build solid working relationships with peers and senior leadership
  • Ability to demonstrate strong written, verbal communication and presentation skills to all levels of seniority and disciplines within the organisation. 
  • The successful candidate will have a tenacious can-do, will-do mentality. Whilst being personally robust and willing to challenge the status quo, you will work closely with other team members and must be able to bring people with you

About us

About Tesco

Our vision here at Tesco is to become every customer's favourite way to shop, whether they are at home, out shopping, on the move, anywhere in the world.

We want our customers to be inspired and whatever they are looking for, we’re finding bigger and better ways to provide it.

Everything is underpinned by our continuous drive for the best tools and technology to deliver our vision. We’re driving innovation and transforming our Technology to become the world’s leading retailer.

We need people who share our ambition to deliver for our customers; Passionate and confident people willing to take the initiative and drive us forwards. In return we offer excitement, a great team, an excellent benefit package, and significant career development opportunities.

Joining us means playing a part in defining; building and launching an ambitious roadmap of digital products that could affect the lives of millions of people over the years to come.

If that sounds exciting then we'd love to hear from you.

The position will be based at our Welwyn Garden City Office.

What’s in it for you

We offer excellent benefits that help make Tesco a great place to work.  These include but aren’t limited to:

  • An annual bonus scheme which you can achieve up to 3.5% of base salary
  • Colleague Clubcard (including a 2nd card for a family member) after 6 months service with 10% off most purchases at Tesco
  • Holiday starting at 25 days plus a personal day
  • A retirement savings plan - 4%-7.5% contribution rate
  • Life Assurance - 5 x contractual pay
  • Buy As You Earn Scheme
  • Save As You Earn Scheme
  • Deals & Discounts through Tesco including Tesco Mobile & Tesco Bank
  • Deals and Discounts through many other external businesses

Application process

Our office application process varies depending on the role and the level of experience needed.

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