Hybrid Service Product Manager: Transform Patient Support Journeys

Mydentist; Radcliffe; Hybrid; GBP 65,000 - 75,000; Full time

Benefits offered by this job

Free onsite parking

Annual Bonus

Health and wellbeing benefits (virtual

Discounts at cinemas and retailers

Support Centre recognition

Job summary

mydentist is seeking a Service Product Manager to lead the end-to-end practice support journey within the Support Centre. You’ll own the channel mix across voice, AI bot, portal and email, and drive a standardised support model with clear SLAs and handoffs.

You will manage the ESM roadmap and report on KPIs, working with service teams to implement approved changes. The role sits in the Tech & Transformation team, offering a hybrid working pattern with 2 days in the Support Centre and a

Qualifications

• Experience designing and maintaining service models with clear SLAs and handoffs.
• Ability to configure and manage ESM/ITSM platforms (ServiceNow, ServiceDesk Plus, Freshdesk).
• Experience creating and reporting on support KPIs and dashboards.

Responsibilities

• Lead end-to-end practice support journey design and continual improvement.
• Own channel mix across voice, AI bot, portal and email for support.
• Develop, maintain and implement a standard support model with defined processes and SLA.
• Own ESM platform roadmap and backlog; collaborate with service owners.
• Drive data protection, governance and information security considerations within support.

Skills

End-to-end journey

KPI reporting

Stakeholder management

ITSM knowledge

Data protection

Tools

ServiceNow

ServiceDesk Plus

Freshdesk

Job description

mydentist is seeking a Service Product Manager to lead the end-to-end practice support journey within the Support Centre. You’ll own the channel mix across voice, AI bot, portal and email, and drive a standardised support model with clear SLAs and handoffs.

You will manage the ESM roadmap and report on KPIs, working with service teams to implement approved changes. The role sits in the Tech & Transformation team, offering a hybrid working pattern with 2 days in the Support Centre and a