IT Service Desk Excellence & Innovation Lead

About Us : -

Kantar is the world’s leading marketing data and analytics business and an indispensable brand partner to the world’s top companies, including 96 of the world’s 100 biggest advertisers.

We have a complete, unique and rounded understanding of people around the world : how they think, feel and act, globally and locally in over 90 markets.

About the job : -

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.

Roles & responsibilities : -

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

Ideal Skills & Capabilities

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

Ability to co-create solutions with third-party vendors

Skilled in using product roadmaps, user insights, and analytics to drive improvements

Confident simplifying complex service journeys into intuitive digital experiences

Why join Kantar?

We shape the brands of tomorrow by better understanding people everywhere. By understanding people, we can understand what drives their decisions, actions, and aspirations on a global scale. And if we combine the expertise of our people with the latest AI technology, we can really help brands discover some amazing insights.

And because we know people, we like to make sure our own people are being looked after as well. Equality of opportunity for everyone is our highest priority and we support our colleagues to work in a way works for them. We encourage applications from all backgrounds and sections of society. Even if you feel like you’re not an exact match, we’d love to receive your application and talk to you about this job or others at Kantar.

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.