Service Delivery & Contract Management AI Product Owner Job at PerkinElmer (High Wycombe)

Job Description

The Service Delivery & Contract Management AI Product Owner is a combined role that owns two connected domains of AI-enabled operational improvement: the service delivery framework and the contract management decision logic. This role does not build AI models or write code. It defines what questions the AI can answer, what data it uses, what rules it follows, and how recommendations are explained.

Job Responsibility

Drive measurable productivity improvements in the work order management process
Map the work order lifecycle (creation → triage → execution → closure)
Identify non-value-adding steps, rework loops, approval delays, and manual handoffs that AI-assisted guidance could help eliminate or reduce
Apply lean principles to reduce number of work order steps, work order handling time, administrative effort for engineers and planners
Define AI-supported guidance and automation opportunities that simplify and standardize work order execution
Lead the shift from reactive repairs to proactive service intervention
Define how service alerts are generated based on failure history, downtime trends, utilization intensity, and asset age
Establish clear thresholds for early intervention
Ensure proactive insights are explainable, actionable, and trusted by frontline teams
Strengthen identification of the true underlying causes of equipment failures
Define how root cause evidence is captured and interpreted in ServiceMax
Use structured data and work order notes to distinguish repeat faults, identify systemic failure patterns, and reduce symptom-based fixes
Ensure root cause insights inform service strategy and preventive actions
Define and govern an AI assistant that acts as a virtual work order specialist
Specify functional requirements for an agent that supports correct work order creation, prompts for missing information, and surfaces relevant historical service insights
Define where the agent may initiate the front end of service requests or communications via ServiceMax integrations
Ensure outputs clearly explain what is happening, why it matters, what action is recommended, and what alternatives exist
Provide visibility into vendor performance beyond individual assets
Define how vendor trends are analyzed across asset classes, sites or regions, and response and resolution times
Support identification of appropriate vendors when assets are not on contract
Enable comparisons based on capability, speed of response, and repeat visit rates
Specify mandatory elements for every AI contract recommendation including contract status and entitlement, warranty position, asset criticality and utilization, failure and downtime history, strategic supplier linkage
Define what the AI must never infer, guess, or assume
Own the contract data model linking assets, contracts, entitlements, and work orders
Identify and take accountability to rectify data quality gaps in OneSource / ServiceMax
Maintain the system linkage between contract records and operational performance data
Translate operational practice into decision logic including non-negotiable rules, best-practice guidance, prioritization logic, retrospective review logic
Define functional requirements and wireframes across both domains for work order guidance and automation, failure risk indicators and PM effectiveness assessments, contract suitability assessments, renewal recommendations and stakeholder engagement workflows
Lead user validation with engineers, operations leads, FM, sourcing, and end users
Review overridden or rejected recommendations in both service and contract domains
Update rules as contracts, suppliers, service strategies, or policies change
Monitor recommendation accuracy, relevance, and data drift over time
Own the service data model linking Assets → Work Orders → Failure Modes → Outcomes
Identify data gaps, inconsistencies, and misclassification
Define data standards required to support service insights, productivity analysis, and AI-supported recommendations

Requirements

Bachelors Degree and 7+ years of relevant work experience OR Associates Degree and 9+ years of relevant work experience OR Highschool Diploma and 12+ years of relevant work experience
Must have strong understanding of operations, service contracts, warranties, and asset risk
Must have high data literacy — able to work with data and interpret analytical outputs without coding experience
Must have proven analytical experience
Must have demonstrated ability to convert tacit operational knowledge into explicit, auditable rules
Must have strong stakeholder facilitation and governance discipline
Must have a marginal gains mindset — committed to continuous process improvement and ongoing productivity gains

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Service Delivery & Contract Management AI Product Owner

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