Head of Product (Service Desk and Colleague Help Tools)
Tesco Leadership
About the role
About The Technology - Service Desk Platforms Team

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 Technology, Finance and HR.

You will be responsible for
The Role – Head of Product

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:
  • Have accountability for the set of Service Desk tools, driving the product strategy, roadmap and execution for them by leading a team of PMs and APMs
  • Understand my service desk business stakeholders and their pain points really well and steering the team to deliver high levels of value against business priorities
  • Set clear goals and metrics for team members and periodically review metrics owned by the team spanning across multiple products and provide guidance on improving these
  • Act as an advisor to the Director on team related issues and strategic direction of the team and for overall portfolio of products required to deliver the business strategy within my the Service Desk product area
  • Handle conflicting priorities really well, communicate clearly and drive a high level of focus and excellence with a strong team
  • Identify and remove impediments faced by the team by working with my Product Director and other stakeholders, proactively flag off any risks or delays in the commitments
  • Contribute in capability and capacity planning for Product Management, for my own Product area to ensure capacity to drive work
  • Build and nurture a great team of APMs and PMs for my Product area, based on the business needs, strategic priorities assigned and level of focus required
  • Carry out people routines for direct reports, (APMs and PMs) and develop people
  • Motivate the team by ensuring they have fulfilling roles, proper rewards and recognition strategies
  • Conduct fair performance appraisal and provide constructive feedback for team/ individual to improve and facilitate the development of individuals in the team
  • Be responsible for achieving or exceeding agreed product metric improvements across all the Products owned by the team
  • Lead discussions on the delivery of key programmes/ initiatives and ensure all the resources are aligned towards delivering those and work towards resolving any bottlenecks/ risks
  • Manage resources within the constraints of the budget provided/ allocated and effectively utilize available capacity across different ownership areas to drive prioritized work
  • Maintain and establish new relationships with suppliers and business partners relating to my product portfolio
  • Work with engineering leaders to ensure the Product team capabilities are in sync the technical strategy, keeping future roadmap/ likely requirements into account and build team capabilities accordingly
  • Responsible for making build vs buy decisions in collaboration with senior technology counterparts based on what is best for the product strategy
  • Play a major role in the interview processes for Product positions and champion 'raising the bar' on the capability of the product family
  • Create a culture of innovation and continuous improvement of delivery methodologies

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 in the service desk domain, with a track record of delivering business value within the product space
  • Experience delivering large scale change across a global service desk domain successfully
  • 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
  • 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
  • Great presentation and persuasion skills
  • Team player who could work collaboratively with other members of the team
  • Ownership, responsiveness and commitment towards assigned work
  • Strong decision making and prioritization skills, especially when multiple trade-offs are involved and faster decision are required
  • Excellent facilitation to effectively facilitate requirement gathering/elicitation sessions with senior business leaders/ stakeholders
  • Supplier management and negotiation skills
  • Great hiring/ interviewing skills
  • Understanding of User Research/ Design Thinking concepts
  • Great coaching skills and have successfully developed rock star Product managers under your leadership
  • Great people skills and can gain respect and trust of team members and others working with you
  • Result oriented and has great team leadership skills
  • Knowledgeable about multiple specialities including PM, Engineering, Programme Management, UX, etc
  • 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
  • It would be very beneficial to have knowledge and experience of IT and business operational teams, how they work and what drives them.
  • In-depth knowledge and experience of how IT and business Service Desks work, are managed, and measured, would be highly beneficial.

About us
Our vision here at Tesco is to become every customer's favourite way to shop online, 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 e-commerce business.

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.

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 of up to 45% of base salary
  • Car Allowance of £7,320 per annum
  • Colleague Clubcard (including a 2nd card for a family member) after 6 months service with 10% off most purchases at Tesco.
  • A retirement savings plan: 6%-10% contribution rate
  • Life Assurance - 5 x contractual pay
  • Buy As You Earn Scheme
  • Save As You Earn Scheme
  • Health Screening every 2 years
  • Deals & Discounts through Tesco including Tesco Mobile & Tesco Bank
  • Deals and Discounts through many other external businesses