Product Manager Service

We are seeking a seasoned and driven Product Manager with deep expertise in Service Now’s Incident, Request, and Change Management modules.

This role involves owning the product vision and roadmap, driving process improvements, and delivering scalable solutions aligned with organizational goals.

The ideal candidate will have a strong foundation in ITIL, experience in enterprise-scale service operations, and a forward-looking mindset toward emerging technologies such as GenAI.

Key Responsibilities

• Own the product vision and roadmap for Incident, Request, and Change Management in Service Now.
• Define and prioritize features and enhancements across people, process, and technology dimensions.
• Lead end-to-end delivery of related projects including requirements gathering, scoping, planning, and execution.
• Champion a unified strategy for visibility and traceability across ITSM functions.
• Establish and maintain consistent, high-quality processes that deliver measurable value.
• Partner with Infrastructure Operations, Engineering, and Service Desk teams to align goals and validate solutions.
• Drive adoption of best practices for:
• Request Management: intake, classification, fulfillment, tracking.
• Change Management: submission, assessment, approval, implementation, post-review.
• Define and evolve key metrics, dashboards, and reporting frameworks.
• Identify and deliver integration requirements with internal and third-party systems.
• Design and scale globally consistent processes for unified support experiences.
• Serve as subject matter expert for Service Now Incident, Request, and Change modules.
• Foster strong cross-functional relationships and collaboration.
• Drive continuous process improvement with a focus on automation and readiness for GenAI.
• Stay current on industry trends, Service Now capabilities, and ITSM best practices.

• 7–10 years of experience in product management or related roles.
• Deep expertise in Service Now Incident, Request, and Change modules.
• Strong foundation in ITIL and enterprise-scale service operations.
• Excellent communication and stakeholder management skills.
• Experience working with support domains such as Networking and AV (preferred).
• Proven ability to lead cross-functional initiatives in complex environments.

• PMP certification or equivalent.
• Service Now certifications.
• ITIL certification.
• Agile or SAFe Agile experience.

• PMP (preferred)
• Service Now (preferred)
• ITIL (preferred)
• Agile/SAFe (preferred)

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