Sr Product Manager - Cross-APEX Licensing and Entitlement

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.

The Director Cross -APEX Licensing and Entitlement Product Management is the centralized owner connecting end-to-end licensing, entitlement, metering, usage, aggregation, and governance requirements across multiple business units and platform systems. This is an inbound product management role focused on internal systems governance, cross-organizational alignment, and delivery coordination.

This roleoperatesacross entitlement management, metering governance, licensing compliance, and consumption-based business model infrastructure. Itestablishesthesingle sourceof truth for how entitlement and usage data is defined, processed, flows across systems, and enforces compliance and audit standards globally. It is the connective tissue between Product, Engineering, Pricing, Legal, Finance, and Compliance teams.

• Governance & Intake
  Establish and lead a cross-functional governance board that serves as the single intake point for all licensing, entitlement, metering, and usage-related requirements.
  • Define and manage the intake process across all participating teams
  • Assess cross-system impacts before work enters engineering backlogs
  • Drive prioritization across teams with independent roadmaps and release cycles
  • Own the governance model, operating cadence, and review board charter
  • Lead executive reviews for new or modified meters, entitlements, roles, and licensing policies
• Entitlement & Usage Data Governance
  Own the end-to-end definition, documentation, and governance of entitlement, licensing, and usage data across the platform ecosystem.
  • Maintain the authoritative entitlement and usage data model
  • Document data flows, integrations, system interfaces, and dependencies
  • Identify architectural gaps, overlaps, risks, and compliance issues
  • Serve as the subject matter expert for cross-system interactions
  • Partner with Legal and Compliance to define licensing rules, audit controls, and escalation processes
• Licensing Strategy, Standards & Tooling
  Define the vision, standards, and tooling that enable scalable, compliant licensing and metering across Service Now products.
  • Establish licensing and metering governance aligned to commercialization, compliance, and product strategy
  • Develop a multi-year roadmap supporting subscription and consumption-based business models
  • Drive tooling for entitlement management, usage tracking, license validation, and audit readinessn
    • Create frameworks, templates, and guidance for product teams defining roles, entitlements, and meters
    • Lead training, enablement, and adoption of governance standards
  • Release Integration & Cross-System Coordination
    Ensure successful delivery of entitlement and usage-related changes across a complex, distributed systems landscape.
    • Coordinate cross-team release planning and integration for interdependent changes
    • Proactivelyidentifyand escalation integration and testing risks
    • Establish repeatable testing processes for downstream impact validation
    • Provide visibility into cross-system dependencies, risks, and delivery readiness
  Why Cross-APEX

  Service Now's shift to AI-native and consumption-based models has exposed gaps in how entitlement, licensing, and usage data flows across interconnected systems. Teams operate on separate roadmaps with no unified intake, governance, or compliance framework. But this fragmentation is also your opportunity to build something transformational—centralizing what's been scattered to eliminate release friction, enable faster shipping, and give the organization the visibility and compliance…