Senior Manager, Product Lead - ServiceNow

About the Role

The Senior Manager, Platform Product Lead is responsible for the day‑to‑day ownership, execution, and delivery of the Service Now platform, with a particular focus on Now Assist and GenAI‑enabled capabilities. This role reports to the Associate Director, Senior Platform Lead and translates platform strategy into clear roadmaps, prioritized backlogs, and delivered outcomes, ensuring value realization across IT and business stakeholders.

• Platform & Product Ownership:
  Own and maintain the Service Now Development Roadmap and daily development, ensuring alignment with enterprise priorities; translate platform strategy into well‑defined epics, user stories, and acceptance criteria; balance demand across IT, business, and operational stakeholders while maintaining platform integrity.
• Delivery, Execution, and Production Support:
  Lead day‑to‑day execution of platform initiatives, including intake, prioritization, UAT coordination, and release readiness; facilitate working meetings, triage sessions, and backlog grooming with technical and functional teams; track progress, risks, dependencies, and decisions, escalating as needed.
• Stakeholder & Vendor Coordination:
  Orchestrate solutions across ITSM, platform engineering, security, and business teams to ensure smooth delivery of services and projects; prepare and deliver clear status updates, readouts, and materials for leadership consumption; collaborate with vendors and system integrators.
• Enablement & Adoption:
  Partner with platform leadership to refine messaging, demos, and usage guidance for IT and business users; help measure and communicate platform value and outcomes.
• Governance & Quality:
  Ensure platform enhancements and changes align with enterprise standards, architectural direction, good documentation practices, and governance processes; contribute to continuous improvement of platform operating models, intake processes, and delivery practices.

• 7+ years of experience in platform product ownership, solution ownership, or enterprise systems delivery.
• Strong hands‑on experience with Service Now (ITSM, platform workflows, or adjacent modules).
• Proven ability to manage complex backlogs and cross‑functional delivery.
• Experience working with vendors and system integrators.
• Excellent communication skills, with the ability to simplify complex topics for varied audiences.

• Experience with Service Now Now Assist or GenAI‑enabled platforms or automation tools.
• Prior work in large‑scale enterprise IT environments.
• Familiarity with ITIL‑aligned service management concepts.

Minimum of a Bachelor’s degree; preferably, a degree in Computer Science, Engineering, or adjacent fields. Advanced degree in sciences, business administration, or pharmaceuticals is optimal.

• Accountability for Results – Stay focused on key strategic objectives, be accountable for high standards of performance, and take an active role in leading change.
• Strategic Thinking & Problem Solving – Make decisions considering the long‑term impact to customers, patients, employees, and the business.
• Patient & Customer Centricity – Maintain an ongoing focus on the needs of our customers and/or key stakeholders.
• Impactful Communication – Communicate with logic, clarity, and respect; influence at all levels to achieve the best results.
• Respectful Collaboration – Seek and value others’ perspectives and strive for diverse partnerships to enhance work toward common goals.
• Empowered Development – Play an active role in professional development as a business imperative.

Minimum $ – Maximum $, plus incentive opportunity. The range shown represents a typical pay range or starting pay for individuals hired in the role to perform in the United States. Compensation may be adjusted based on experience, specific skills, and internal comparison.

Comprehensive medical, dental, vision, prescription drug coverage; company‑provided basic life, accidental death & dismemberment, short‑term and long‑term disability insurance; tuition reimbursement; student loan assistance; generous 401(k) match; flexible time off, paid holidays, paid leave programs; and other company‑provided benefits.

Otsuka is an equal opportunity employer. All qualified applicants are encouraged to apply and will be given consideration for employment without regard to race, color, sex, gender identity or gender expression, sexual orientation, age, disability, religion, national origin, veteran status, marital status, or any other legally protected characteristic. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation, if you are unable or limited in your ability to apply to this job opening as a result of your disability.