Role Purpose

The AI Product Owner is responsible for the end-to-end management and lifecycle of Enterprise AI tools, ensuring that they are effectively adopted, appropriately governed, operationally supported and delivering value to the organisation.

The role serves as the bridge between users, Technology, Service Desk, AI tool providers, Procurement, Cybersecurity and Governance teams. It will manage demand for AI tools, monitor adoption and consumption, resolve operational issues, evaluate new AI products, and make recommendations on the continuation, optimisation or retirement of existing tools.

A key outcome of the role is to ensure that the organisation maintains a fit-for-purpose portfolio of Enterprise AI tools that delivers measurable user and business value while managing cost, risk and complexity.

Key Responsibilities

1. Enterprise AI Product & Lifecycle Management

• Own the day-to-day management and lifecycle of assigned Enterprise AI tools.
• Maintain an up-to-date portfolio of approved AI products, capabilities, user groups and product status.
• Monitor product performance, adoption and user feedback to identify opportunities for improvement.
• Develop recommendations to continue, expand, optimise, consolidate or retire AI tools based on usage, value, cost and business need.
• Keep abreast of product developments and changes from AI technology providers and assess their implications for enterprise users.

2. Usage, Adoption & Value Management

• Monitor usage, consumption and adoption trends across Enterprise AI tools.
• Identify under-utilised licences or allocations and recommend reallocation or retirement where appropriate.
• Identify high-value or high-growth use cases where increased allocation or broader adoption may be warranted.
• Establish product-level metrics covering areas such as active usage, adoption, consumption, cost, user satisfaction and realised value.
• Provide regular management reporting and insights to support AI investment and allocation decisions.

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3. User Demand & Access Management

• Serve as a key point of contact for users seeking access to existing or new Enterprise AI tools.
• Review and triage new AI tool requests to understand the user need, use case and whether an existing enterprise capability can address it.
• Coordinate user onboarding, access changes, licence allocation, reassignment and offboarding with relevant operational teams.
• Support users in understanding available Enterprise AI capabilities and guide them towards the most appropriate approved tool.
• Identify recurring user needs and translate them into enhancements to the Enterprise AI portfolio.

4. Service Management & User Support

• Work closely with the Service Desk and AI tool providers to triage and resolve user incidents, service requests and product issues.
• Determine appropriate escalation paths for application, access, platform or vendor-related issues.
• Monitor recurring incidents and user pain points and drive corrective actions with internal teams and vendors.
• Maintain product FAQs, user guidance, known issues and support information.
• Ensure lessons from support cases are fed back into product improvement, user enablement and vendor discussions.

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5. Evaluation & Onboarding of New AI Tools

• Assess requests for new AI products and capabilities against business requirements and the existing Enterprise AI portfolio.
• Determine whether a new tool addresses a genuine capability gap or duplicates capabilities already available.
• Coordinate product evaluation with relevant stakeholders across Technology, Cybersecurity, Data/AI Governance, Legal and Procurement.
• Support product trials, assessments or proof-of-value exercises where appropriate.
• Make evidence-based recommendations on whether products should be onboarded onto the Enterprise AI platform.
• Coordinate the end-to-end onboarding of approved AI products into enterprise operations.

6. Procurement & Vendor Management

• Partner with Procurement on sourcing, evaluation, contracting and renewal of Enterprise AI products.
• Provide product requirements, usage information and demand forecasts to support procurement decisions.
• Work with vendors to understand product roadmaps, licensing models, commercial changes and enterprise capabilities.
• Support contract renewal decisions using actual product usage, user demand and value delivered.
• Identify opportunities to optimise licence arrangements, consumption models and overall AI tooling expenditure.

7. Governance & Stakeholder Management

• Ensure Enterprise AI tools operate within applicable organisational AI, data, security and technology governance requirements.
• Coordinate with stakeholders to address risks or control requirements associated with AI products.
• Maintain clear product ownership, documentation and decision records throughout the product lifecycle.
• Act as the central link between business users and teams responsible for AI platforms, technology operations, governance and procurement.
• Communicate product changes, service updates, new capabilities and retirement decisions effectively to users.

Experience and Qualification

• Education & Certifications: Bachelor’s degree in business, Computer Science, Information Systems.
• Product Ownership & Lifecycle Management: 10+ years of experience in product management, product ownership, digital platforms, SaaS management, technology operations or enterprise applications.
• Proven experience managing the full technology product lifecycle, from evaluation and onboarding through adoption, optimisation and retirement.
• AI & Technology Knowledge: Strong understanding of Generative AI, Enterprise AI tools and cloud-based technology products.
• Portfolio, Adoption & Value Management: Demonstrated ability in product portfolio management, usage and adoption analytics, and translating user needs into clear product requirements and decisions.
• Service Management & Stakeholder Engagement: Experience in service management, including incident and request triage, operational issue resolution and user support.
• Experience collaborating across business, technology, service management, procurement and governance stakeholders, with strong user engagement skills.
• Vendor & Commercial Management: Knowledge of vendor and commercial management, with experience supporting sourcing, contracts or renewals considered advantageous.
• Professional Attributes & Governance Awareness: Analytical, user-centric and value-focused, with commercial awareness and knowledge of AI governance, data protection and cybersecurity considerations.