This role is for a product leader who wants to reinvent ITSM and ESM with AI, not simply add features to what exists today. You will operate confidently across vision, strategy, customer experience, and commercial outcomes. You set the direction for your portfolio area, align the teams and stakeholders around it, and make sure the work moves the business. You thrive in complex environments, create momentum across organizations, and turn ambiguity into clarity, focus, and decisive action.

AI is also changing what product leadership itself looks like. As the cost of building falls and ideas move from concept to working product in a fraction of the time, the constraint shifts to judgment: knowing what is worth building, deciding quickly, and keeping a clear line of sight from customer problem to business outcome. We need a director who works fluently with these tools, raises the bar for how their teams use them, and spends their own time on the strategic calls that AI cannot make.

What you’ll do

• Own the direction of your portfolio area: Set the long-term direction for your part of the portfolio. Decide where to invest, what to build, and what to retire so that the product stays ahead of how customers want to run their services. You own the what and the why; delivery sits with Engineering, your peer partner.
• Reimagine the product as the way it’s built changes: Translate evolving capabilities, including what agents make possible, into clear product narratives and strong customer value. Think about an API-first, increasingly agent-driven product and a buyer who orchestrates services rather than only operating a tool. Simplify that complexity into a compelling strategic story.
• Own portfolio outcomes: You are measured on whether the portfolio moves the business: adoption, retention, expansion, customer satisfaction, and market position. Define success clearly and keep the focus there.
• Set sharp intent and decide fast: Your leverage is the clarity of the direction and outcomes you hand to the teams. As the cost of building falls, prioritization and decision velocity become the real constraint. Make pragmatic, high-quality calls with incomplete information.
• Align teams and leadership at scale: Drive alignment across product teams, Engineering, design, commercial stakeholders, and executive leadership. Create clarity around priorities, sequencing, dependencies, and outcomes.
• Get packaging and pricing right: Shape how value is packaged and priced, including as the product shifts from seats toward outcomes. Make sure positioning and monetization keep pace with what the product becomes.
• Lead and grow product managers: Lead the product managers in your area. Set the bar for how the team works with the latest tools and ways of building, and coach them to spend their time on customers and strategy rather than administrative effort.
• Influence at executive level: Act as a trusted strategic partner to senior leadership. Distil strategy, trade-offs, risks, and progress into concise narratives that support fast, effective decisions.

What we’re looking for

• Extensive experience (5-10 years) leading product at Director, Group Product Manager, or equivalent senior level, on complex SaaS or platform products. Experience in ITSM/ESM is a plus.
• A clear point of view on how AI and agents are changing software and service management, and the conviction to act on it. You work fluently with these tools in your own product practice; this matters to us, it is not a nice-to-have.
• A track record owning product outcomes rather than delivery metrics. You understand the difference and respect the boundary with Engineering.
• Strong strategic thinking combined with hands-on leadership.
• Experience with packaging, pricing, and positioning for complex products.
• Experience aligning multiple cross-functional teams around large-scale product initiatives.
• Excellent communication, storytelling, and stakeholder management skills, up to executive level.
• A pragmatic, outcome-oriented leadership style with strong decision-making under ambiguity.

About the role and team

TOPdesk is an enterprise service management company helping organisations across Europe and beyond deliver better services. As one of our product directors, you will work alongside roughly twenty product managers and partner closely with Engineering, who own delivery.

Location

This role can be based in Delft, Kaiserslautern, or Budapest, with the expectation of regular presence at our HQ in Delft.

Interested? 

We look forward to receiving your CV.