TOPdesk has spent 30 years helping service teams work better - starting in IT service management and growing into enterprise service management, raising an investment of approximately €200 million from investment firm CVC Growth Funds along the way. We're now entering a new phase: rebuilding our product, launching innovative features that embed AI, and telling one, bigger platform story. This role owns the story that turns our AI and automation capabilities into something customers understand, trust, and buy.
Job DescriptionAbout the role
You will own product marketing for AI & Automation at TOPdesk: positioning, messaging, and go-to-market for our virtual support agent, operator copilot, agents, and other capabilities Product is currently working on. You will work as an individual contributor reporting into the Director of Product and Customer Marketing, and partner closely with Product, Sales, and the wider marketing team. You make sure AI is part of one coherent TOPdesk story, not a separate one.
This is a fast-moving area where the story is still being written. You will have real ownership, direct access to Product, and room to set the standard for how we talk about AI.
Responsibilities
- Define positioning and messaging for AI & Automation, grounded in customer problems and outcomes
- Translate product capabilities (agents, automation, knowledge) into language that IT leaders and service managers understand
- Lead go-to-market for AI launches: launch briefs, messaging, demos, and enablement, working with Product, Sales, and Marketing
- Partner with Product early to understand what is being built, what it does well, and what it does not, so our claims are credible and we build trust with customers
- Work with the PMM team so AI is woven into the platform narrative and each release supports the bigger story
- Equip Sales and Customer Success with what they need to handle AI conversations, including objections around trust, accuracy, security, and ROI
- Track the AI and agents landscape, including competitors, analysts, and customer expectations, and turn it into clear points of view
- Gather real signal from early customers, pilots, win/loss, and analyst feedback, and use it to sharpen the story
- Work with Analyst Relations and Customer Marketing to build proof: customer stories, metrics, and references
- Product marketing experience in B2B SaaS, typically 4+ years, with ownership of positioning and go-to-market for a product or feature area, not only launch execution
- The ability to understand technical topics and explain them simply. You do not need to be an engineer, but you are curious enough to learn how AI, agents, and data actually work
- A critical eye for AI claims: you can separate real capability from hype, and you care about being credible with technical and skeptical buyers
- Experience partnering closely with Product and enabling a sales team
- Comfort with ambiguity, since roadmaps and the market shift quickly, and the judgement to decide what matters most
- Strong written communication and the ability to influence without authority
Nice to have
- Experience with AI, automation, or data products; ITSM/ESM or service management background.
What we offer you
- Competitive base salary starting at £61k and profit share scheme
- Hybrid, flexible working and healthy work-life balance
- Learning budget equivalent to 10% of your basic salary
- Generous pension scheme with company contributions up to 8%
- Enhanced maternity & paternity leave
- Private health insurance options
- Cycle-to-work scheme and techscheme
- 15 fully paid sick days, 5 days paid parental/carer leave, and 3 volunteering days
- 26 days of paid annual leave (plus public holidays) and your birthday off!
- Employee Assistance Program for you and your family
- Unlimited career support
TOPdesk Manchester, England Office
Piccadilly Plaza, New York Street, City Tower - Suite 25B, Manchester, United Kingdom, M1 4BT
