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Director, Product Management - ServiceNow
Job in
Atlanta, Fulton County, Georgia, 30383, USA
Listed on 2026-05-25
Listing for:
Cox Automotive Inc.
Full Time
position Listed on 2026-05-25
Job specializations:
-
IT/Tech
IT Project Manager, IT Business Analyst, IT Consultant
Job Description & How to Apply Below
- Own the end-to-end Service Now platform strategy, roadmap, and portfolio management across all modules and business units
- Partner with your manager to define the multi-year vision for how Service Now will evolve from an ITSM tool to a comprehensive enterprise service management platform leveraging the latest in AI capabilities
- Evaluate emerging Service Now capabilities and determine which investments will drive the greatest business value
- Partner with enterprise architecture and IT leadership to ensure platform decisions align with broader technology strategy
- Build business cases and secure executive buy-in for major platform initiatives and investments
- Serve as the primary product leader for Service Now across the enterprise, partnering with stakeholders in IT, HR, Facilities, Finance, Legal, Procurement, and other business functions
- Understand the service delivery needs of enterprise users and translate them into a cohesive platform strategy
- Build trusted relationships with executives, VPs, and business leaders to understand their operational challenges
- Champion a service management mindset shift across the organization-moving from disparate tools to unified service experiences
- Balance competing demands from multiple business units while maintaining platform integrity and user experience consistency
- Own the end-to-end Service Now platform strategy, roadmap, and portfolio management across all modules and business units
- Partner with your manager to define the multi-year vision for how Service Now will evolve from an ITSM tool to a comprehensive enterprise service management platform leveraging the latest in AI capabilities
- Evaluate emerging Service Now capabilities and determine which investments will drive the greatest business value
- Partner with enterprise architecture and IT leadership to ensure platform decisions align with broader technology strategy
- Build business cases and secure executive buy-in for major platform initiatives and investments
- Serve as the primary product leader for Service Now across the enterprise, partnering with stakeholders in IT, HR, Facilities, Finance, Legal, Procurement, and other business functions
- Understand the service delivery needs of enterprise users and translate them into a cohesive platform strategy
- Build trusted relationships with executives, VPs, and business leaders to understand their operational challenges
- Champion a service management mindset shift across the organization-moving from disparate tools to unified service experiences
- Balance competing demands from multiple business units while maintaining platform integrity and user experience consistency
- Drive continuous improvement of core ITSM capabilities including incident, problem, change, and asset management
- Optimize IT Helpdesk experiences to reduce resolution times, improve self-service adoption, and increase user satisfaction
- Implement modern service management best practices including knowledge-centered service, proactive monitoring, and AI-powered support
- Define and track service level metrics that demonstrate operational excellence and continuous improvement
- Lead the expansion of Service Now into HR Service Delivery, creating seamless employee experiences for onboarding, ESC, and HR case management
- Design consistent service experiences across departments while respecting the unique needs of each business function
- Champion employee-centric design principles that make it easy for enterprise users to get help when they need it
- Build, mentor, and lead a high-performing team of product managers, business analysts, and product owners
- Create clarity around roles, priorities, and decision-making frameworks within your product organization
- Foster a culture of data-driven decision making, customer empathy, and operational excellence
- Develop talent and create growth opportunities for team members at all levels
- Partner with engineering to establish governance frameworks for platform configuration, customization, and integration decisions
- Partner with Service Now technical teams to ensure platform health, performance, and scalability
- Manage stakeholder communication, user acceptance testing cycles, and release management processes
- Drive adoption of platform standards, best practices, and reusable components
- Oversee vendor relationship with Service Now, including input to contract negotiations and executive business reviews
- Bachelor's degree and 10 years' experience in product management. The right candidate could also have a different combination, such as a master's degree and 8 years' experience; a Ph.D. and 5 years' experience; or 14 years'experience
- 5+ years' experience in a management or leadership role
- Deep expertise in ITSM, ESM (Employee Service Management), and service delivery frameworks (ITIL, knowledge…
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