Sr. Product Manager, AI-Native IT Service Management

Position: Sr. Staff Product Manager, AI-Native IT Service Management
Company Description 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.

Job Description About the team Service Operations is where enterprises find out whether their technology actually works. An outage starts, someone gets paged, a bridge call spins up, and the first twenty minutes go to working out what broke rather than fixing it. Our team owns the products that close that gap: incident and major incident, problem and root cause, change, on-call, and Notify.

The people using them go well beyond the service desk, from application, platform, infrastructure, and network teams to Dev Ops and SRE groups who get alerted around the clock and the major incident commanders pulling everyone onto one call. Thousands of the largest IT organizations run their operations on these products. We are rebuilding them AI-native, not AI-assisted, with agents that triage, correlate, and resolve, and with people moving from doing the work to directing it.

Our goal is Zero Service Outage. About the role You will own a piece of that portfolio outright: what good looks like for it, who it is for, and whether we are honestly there yet. Zero Service Outage is the goal, and the work is making it true for the customers who run their operations on these products every day.

The interesting part of this job is not the model. It is the environment it runs in. Service operations data is the messiest data in the enterprise: half-populated CMDBs, incident descriptions written in a hurry at 2am, alert noise from a dozen monitoring tools, and naming conventions that differ by region. An agent that triages perfectly against a clean eval set can behave very differently against a real customer’s incident stream, for reasons that have nothing to do with reasoning ability.

Understanding why, and designing for it, is the job. We also carry an installed base. Customers run today’s experience in production, and moving them onto an AI-native one is not a UI refresh. It is a change to how their IT team works, who approves what, and what an operator trusts an agent to do unsupervised. You will be making calls about what we carry forward, what we leave behind, and what we have to earn the right to automate.

How we work is changing as fast as what we build. Prototype instead of describing the idea. Put a working demo in front of people instead of a slide about a demo. Draft the spec, stand up a rough eval harness, pull your own data. Service Now invests in state-of-the-art tooling and expects you to use it. Product managers are better positioned than anyone to lead that shift, and part of this role is pulling the team around you into it.

What you get to do in this role Own an AI-native ITSM product end to end, from the customer problem through launch criteria to how it performs in production. Set product strategy for the Service Operations portfolio that supports Service Now’s growth toward $10B+ in revenue. Build, not just specify. Prototype the interaction, stand up the eval harness, and get into the agent execution logs to understand what happened on the runs that failed.

Define what good means for an autonomous agent in an operational…