Service Product Manager

Overview

In this role, you will lead the end-to-end practice support experience within mydentist’s Tech & Transformation team. You’ll drive a standardized support process across service teams and own the knowledge strategy, ensuring accurate self-service and AI-enabled guidance. The position sits in a hybrid Support Centre, contributing to a scalable, patient-centric service model across 500 practices. You’ll partner with cross-functional colleagues to implement improvements and governance, shaping how practices access support and information.

Pay / Benefits

• hybrid role
• annual bonus
• health and wellbeing benefits (virtual GP, EAP)
• discounts with major brands
• 22 days holidays rising to 27 + bank holidays
• recognition schemes (Support Centre Heroes)

Responsibilities

• Own and improve the end-to-end practice support journey
• Manage channel mix including voice, AI bot, portal and email
• Develop and maintain a standard support model with processes, categories, SLAs and handoffs
• Own the ESM/ITSM platform roadmap and backlog
• Set up and report on support KPIs
• Collaborate with service teams to assess requirements and implement changes
• Own knowledge strategy for accurate self-service and AI bot
• Ensure data protection, governance and information security requirements are embedded
• Identify and escalate exceptions through governance processes

Key requirements

• Configuring ESM or ITSM platforms (ServiceDesk Plus, ServiceNow, Freshdesk or similar)
• Service catalogue design across multiple teams
• Contact channel technology across telephony, unified communications, chat and portals
• Report dashboard configuration

• collaboration
• stakeholder management
• communication
• ServiceDesk Plus
• ServiceNow
• Freshdesk

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