SME (Operations · Service Management)

Entroid is the enterprise intelligence fabric connecting strategic intent to business outcomes across HR, Finance, Sales and CRM into one governed operating picture. Extended with AI-native application generation and automated application upgrades for enterprise technology teams, without replacing the systems your operations depend on.

This role carries a dual mandate. Internally, you are the Product Owner for your domain module - defining features, owning the roadmap, and collaborating with engineering to build a product grounded in real enterprise practice. Externally, you are the Product Champion - guiding enterprise customers through deployment and helping them configure the platform to their specific context. You do not need to be a software developer. You must be digitally fluent, comfortable with enterprise software ecosystems, and genuinely curious about how AI and automation are reshaping your domain.

• ·Define and own the Operations module roadmap - covering ITSM, ESM, service request management, knowledge management, change management, incident management, and problem management, aligned to ITIL 4 practices
• ·Define how the module extends beyond IT to serve shared services, HR service delivery, and facilities management across the enterprise
• ·Specify AI capabilities: intelligent ticket routing, automated knowledge suggestions, predictive incident detection, change risk scoring, and virtual agents for service requests
• ·Benchmark against leading ITSM/ESM platforms (ServiceNow, BMC Helix, Jira Service Management, Freshservice) and define where Entroid adds unique value
• ·Own feature specifications and collaborate with engineering on workflow engine design and service catalogue architecture

• ·Lead the Operations module deployment at enterprise customers - mapping service processes, designing service catalogues, configuring ITIL workflows, and onboarding service teams
• ·Engage with CIOs, IT directors, service management leaders, and shared services heads during customer adoption
• ·Translate customer-specific ITSM configurations and pain points into product backlog items

• ·10+ years in IT service management, enterprise service management, or service operations leadership
• ·Deep expertise in ITIL practices: incident, problem, change, release, knowledge, and service request management
• ·Hands-on experience with ITSM or ESM platforms - ServiceNow, BMC Remedy, Jira Service Management, or equivalent
• ·Working knowledge of AI in service management: virtual agents, intelligent automation, predictive operations, AIOps concepts
• ·Comfortable engaging with CIOs, IT operations leaders, and enterprise technology teams

• ·ITIL 4 Managing Professional or Strategic Leader certification
• ·Exposure to AIOps, observability, or IT operations management (ITOM)
• ·Experience in ITSM product management or platform implementation consulting

You will work at the intersection of deep domain expertise and a platform built for regulated operations, shaping a product from the ground up, seeing it deployed with enterprise customers, and building expertise in AI-augmented enterprise software. We offer a collaborative, technically ambitious environment where domain depth is valued as highly as technical skill.