Senior Manager, IT Service Management – Product Lead

• Own the IT Service Management product features, roadmap, and customer experience across on-premises and cloud environments
• Serve as the product owner for Incident, Problem, Change, and Service Request processes
• Lead ITSM Process Owners and Product Leads to design and shape ITSM service offerings
• Collaborate with product owners, creation centers, engineering, operations IT process stewards, and compliance and regulatory risk management
• Align ITSM capabilities with broader IT and business strategy and service management maturity goals
• Ensure ITSM processes support audit, compliance, and regulatory requirements
• Manage service management solutions through inception, execution, launch, and landing
• Create and implement a continuous integration/continuous deployment strategy focused on automation
• Support development issues, process issues, bug fixes, and enhancement delivery using an agile approach
• Partner with the Service Management Data and Analytics group to design and implement data transforms and data solutions
• Manage day-to-day operations and ongoing work activity for colleagues and contingent workers
• Use data and analytics to identify process bottlenecks and automation opportunities
• Oversee testing, UAT, and release management for platform changes
• Ensure documentation, training materials, and change communications accompany releases
• Demonstrate product impact, promote adoption, and coach junior Product Analysts as needed

• Bachelor’s degree in a technical field
• Minimum 6 years of experience as a product owner in Service Now across multiple modules and capabilities, with a strong focus on ITSM/ITOM modules
• Experience applying Service Now best practices in an enterprise environment
• Minimum 4 years of product management experience within an enterprise software environment
• Experience managing and developing teams
• 6 years of ITSM and/or Service Management support in an enterprise environment
• ITIL Foundations Certified, V4
• Experience creating product roadmaps from conception to launch, driving product vision, defining go-to-market strategy, and leading design discussions
• Fluency in software/systems architecture, design, and implementation
• Experience in an agile work environment
• Collaborative mindset, adaptability to change, and proactive problem-solving approach
• Excellent written and oral communication skills
• Candidates must be authorized to be employed in the U.S. by any employer
• This position requires permanent work authorization in the United States
• U.S. work visa sponsorship is not available now or in the future
• Master’s degree in a technical field preferred
• ITIL Foundations Certified, V5 preferred
• ITIL Master Certification preferred

Demonstrates expertise in IT Service Management, focusing on product ownership, process optimization, and compliance within enterprise environments. Proficient in managing product roadmaps, agile methodologies, and team development while leveraging data analytics for continuous improvement.

• IT Service Management Product Ownership
• Service Now ITSM/ITOM Modules
• Agile Methodologies
• ITIL Foundations Certified
• Product Roadmap Development

• Product Management
• Service Now Best Practices
• Data Analytics
• Continuous Integration/Continuous Deployment
• Process Optimization
• Software/System Architecture
• Change Management
• Release Management
• Incident Management
• Problem Management

• Collaborative Mindset
• Adaptability to Change
• Proactive Problem-Solving
• Excellent Communication Skills

• ITIL Foundations Certified V4
• ITIL Foundations Certified V5
• ITIL Master Certification

• Enterprise Software
• Compliance
• Regulatory Requirements
• Service Management
• ITSM Processes

• Service Now
• Agile Tools
• Data Transformation Tools