Senior Manager, IT Product Manager

WHO YOU’LL WORK WITH

You’ll join Bain’s Technology Services Group (TSG), a team focused on building and evolving enterprise technology capabilities that enable our business and client teams to operate at their best. You’ll collaborate across engineering, infrastructure, security, operations, and product teams to deliver scalable, modern technology solutions that improve employee experience and operational performance.

As the Senior Manager, IT Product Manager, you will define and drive the strategic vision for Bain’s Service Now ITSM platform and its interconnected ecosystem, including ITOM, ITAM, CMDB, Vulnerability Response, and AIOps capabilities. This role blends product strategy, operational leadership, stakeholder engagement, and platform modernization to help Bain continue advancing its cloud‑first and AI‑enabled technology operations environment.

You’ll partner with senior stakeholders and cross‑functional teams to shape the future of IT service management while ensuring operational excellence, scalable workflows, and measurable business impact.

• Define and evolve the strategic roadmap for the Service Now ITSM platform and related operational capabilities
• Build alignment across business and technical stakeholders while balancing enterprise priorities and evolving operational needs
• Drive adoption of AIOps, observability, and automation capabilities to modernize IT operations workflows
• Partner with engineering and infrastructure teams to integrate cloud monitoring and observability tooling into Service Now workflows
• Lead the development and enhancement of workflows supporting Incident, Change, Problem, Request, Vulnerability, and Patch Management processes
• Establish KPIs and experience‑level agreements (XLAs) to measure platform health, operational effectiveness, and service maturity
• Evaluate tradeoffs, remove roadblocks, and make informed product decisions across complex technical domains
• Oversee delivery of AI‑enabled ITSM capabilities including virtual agents, intelligent routing, event correlation, and predictive analytics
• Collaborate across teams to improve user experience, operational efficiency, and platform scalability
• Coach and develop team members while maintaining accountability for delivery outcomes and stakeholder engagement

• 8–12 years of experience in product management or enterprise technology environments
• Deep expertise in Service Now ITSM capabilities including Incident, Change, Problem, and Request Management
• Strong understanding of adjacent Service Now modules such as ITOM, ITAM, CMDB, Vulnerability Response, and Discovery/Service Mapping
• Experience driving product roadmaps and delivering platform improvements at scale within complex organizations
• Familiarity with AIOps concepts and observability tooling including event correlation, anomaly detection, and predictive analytics
• Experience integrating cloud operations and monitoring tools with Service Now workflows
• Strong stakeholder management and communication skills with the ability to influence senior leaders
• Experience leading cross‑functional collaboration across engineering, operations, and product teams
• Demonstrated ability to manage ambiguity, prioritize effectively, and drive execution in fast‑paced environments
• Experience coaching and developing team members
• Bachelor’s degree or equivalent combination of education, training, and experience

• ITIL certification
• Agile or formal product management certifications
• Experience in professional services or similarly complex enterprise environments

• Hybrid:
  This role follows a hybrid model, requiring in‑office presence at least 1 day per week.
• Willingness to travel as needed

Compensation for this role includes base salary, annual discretionary performance bonus, 401(k) plan with an annual employer contribution based on years of service and Bain’s best‑in‑class benefits package.

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