AI Reliability Product Manager with focus on Service Management (f/m/d)

We help the world run better

At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your well‑being, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

What you’ll do

Summary: We are harmonizing and optimizing SAP’s support & cloud operations processes on user‑centric, innovative, performant platforms, focused on delivering a simple, stable, effective, desirable and AI‐infused internal (for SAP employees) and external (for SAP customers and partners) service management solutions.

We are looking for an AI Reliability Product Manager specializing in evaluating Agentic AI. By this you will lead the evaluation and performance measurement of next‑generation autonomous agent solutions for our Service Management Processes and Solutions (SMPS) customers (Customer Support, Cloud Operations). You will evangelise evaluation data set, the strategy and product vision behind this. This will shape impactful AI products at the intersection of LLM‑based agents, data insights, and thereby foster adoption and enterprise integration.

As the voice of the customer, you will own the full product lifecycle—from ideation to delivery and continuous improvement—balancing technical feasibility, business priorities, ethics, and user experience. You’ll collaborate across engineering, UX, data science, and business teams to deliver scalable, responsible AI solutions.

The Role

As a Product Manager, you are responsible for defining the agentic solutions in collaboration with business stakeholders, data scientists and thought leaders. This effort will result in a scalable and well‑defined generative AI landscape that enables business stakeholders to leverage efficiencies and allows them to focus on value‑adding tasks.

In general, AI reliability product management is tasked with steering the strategic direction, fostering collaboration across teams, evangelising the solution across the different stakeholder areas, utilising and constantly enhancing relevant data for decision‑making, and consistently aligning the eval dataset with technical innovations and the overarching corporate strategy.

Your responsibilities will be:

• Design and optimise the evaluation dataset together with business stakeholders, by defining the corresponding flow, ensuring consistent application of those across the different AI products
• Optimise prompting strategies together with the agentic reliability engineers within the engineering teams
• Define, communicate and evangelise the evaluation lifecycle, it’s importance and the differences between evaluations, UATs and productive labelling
• Advocate for data‑driven and product‑led methodologies to drive growth through customer insights and usage data
• Develop the business case with stakeholders and measure the value generated by the implementation
• Collaborate with the product owner to prioritise product features and capabilities based on customer needs, business value, and technical feasibility as well as regulatory requirements
• Assist business stakeholders in adopting existing solutions to leverage efficiencies and realise value
• Lead ideation, prototyping, and validation of AI agents, tool integrations, and autonomous workflows
• Stay ahead of advances in agentic AI, safety, compliance, and UX, while mentoring colleagues on modern AI product thinking
• Partner with engineering, data, and design teams to translate requirements into epics and acceptance criteria
• Define and track success metrics, leveraging user feedback and data for continuous improvement
• Drive adoption of the product/solution

What you bring

As the ideal candidate for this role, you should have a solid background in both project and product management to articulate a coherent product vision that resonates with the company's overarching strategy. Strong interpersonal, presentation, and communication skills are also crucial as you will act as a bridge to various stakeholders within a global team. Show leadership and teamwork by providing guidance and demonstrating excellent coordination skills, including effective conflict management.

Role Requirements

• Master’s degree in computer science, statistics, business engineering, information technology, AI, product management or related fields
• Proven product management experience in AI/ML, data, or technical products (ideally with LLMs, GenAI, autonomous/multi‑agent systems)
• Strong understanding of agentic AI concepts, orchestration, RAG, tool use, prompt engineering, and evaluation
• Strong experiences in project management to define clear roadmaps, analytical thinking, and presentation skills
• Strong communication skills with stakeholders across all management level
• Prioritise features and requirements based on business value and customer needs
• Experience defining KPIs, analysing user feedback, and iterating products responsibly with awareness of compliance, safety and bias
• Experience in using and setting up MLFlow (within Databricks) as the evaluation framework
• Proficient in German as well as English language
• Quick learner, passionate, motivated, and self‑managed. Passion for innovation and continuous learning; familiarity with agentic AI frameworks (LangChain, CrewAI, etc.), cloud‑native tech, or enterprise SaaS is a plus

Meet your team

The Service Management Processes and Solutions Team is part of the Corporate Processes & Information Technology (CPIT) area under the CPIO of Benjamin Blau. We are a fun, agile, motivated team of experts planning, designing, building and operating cloud solutions. Join us to transform SAP to a true cloud native enterprise.

Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end‑to‑end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose‑driven and future‑focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion

SAP’s culture of inclusion, focus on health and well‑being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realise their full potential. We ultimately believe in unleashing all talent and creating a better world.

SAP Equal Employment Opportunity

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e‑mail with your request to Recruiting Operations Team:

Recruiting Information

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to the Guidelines for Ethical Usage of AI in the Recruiting Process. Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: | Work Area: Solution and Product Management | Expected Travel: 0 – 10% | Career Status: Professional | Employment Type: Part Time or Regular Full Time