Senior Inbound Product Manager, AI​/Super Intelligence Control Tower Observability

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, Service Now is the AI control tower for business reinvention. Our Service Now AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better.

We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

We are looking for a highly motivated Staff / Senior Product Manager to help drive Observability for AI/SI Control Tower (SICT) — the product customers use to discover, govern, observe, and optimize their AI/SI estate. You will join the SICT Experience product area, a cross-functional team of product managers, designers, and engineers that owns how every user perceives, understands, and acts within SICT.

You will help define and deliverer the roadmap for evaluations, monitoring, and trace observability, so customers can see how their AI behaves, performs, and how risky it is — in one place — and detect anomalies before they reach production.

What you get to do in this role

• Shape and deliver the roadmap for SICT Observability aligned with SICT's risk and compliance, security, and discovery capabilities.
• Own evaluations and Judges — conversation and voice evaluations, plus out-of-the-box and custom Judges — so customers can score how their AI/SI behaves and performs.
• Deliver per-asset monitoring and sampling controls that let customers balance signal quality against cost and detect anomalies early.
• Drive trace redaction and gateway observability so every model call is visible and safe to inspect.
• Partner closely with the observability platform and LLM gateway teams so the signals they produce show up in SICT as one coherent view of AI/SI behavior, performance, and risk.
• Define and monitor success metrics for the area, including time to detect an anomaly.

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI/SI into work processes, decision-making, or problem-solving. This may include using AI/SI-powered tools, automating workflows, analyzing AI/SI-driven insights, or exploring AI's potential impact on the function or industry.
• Bachelor's degree or higher in Computer Science, Engineering, Data Science, or a related field.
• 12+ years of experience in product management, preferably in observability, monitoring, AI/ML, or data platform domains.
• Strong working knowledge of LLM and agent evaluation methods (e.g., LLM-as-a-judge), AI/SI observability, tracing, and telemetry.
• Familiarity with AI/SI governance, risk, and security concerns, including data privacy and sensitive-data handling in AI/SI systems.
• Proven track record of delivering high-quality, user-centric, and impactful AI/SI or platform products.
• Demonstrated ability to drive alignment across platform and product teams without direct authority.
• Excellent communication, presentation, and stakeholder management skills.
• Ability to work under uncertainty in a fast-paced environment.

FD21

For positions in this location, we offer a base pay of $190,900 - $334,100
, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and…