Senior Manager, IT Service Management; ITSM) Product Lead

Position Summary

You will own IT Service Management (ITSM) product features, roadmap, and customer experience, building and operating modern services across on-premises and cloud environments. You will partner with users, Pfizer Digital teams, and business stakeholders to translate product vision and user needs into integrated capabilities, and lead cross-functional collaboration to ensure secure, stable, usable, and sustainable product operations. You may demonstrate product impact, promote adoption, and coach junior Product Analysts.

• Serve as product owner for core ITSM processes:
  Incident, Problem, Change, and Service Request.
• Lead a team of ITSM Process Owners and Product Leads to design and shape ITSM service offerings.
• Collaborate cross-functionally with product, engineering, operations IT process stewards, and compliance/regulatory risk.
• Align ITSM capabilities to IT/business strategy and service management maturity goals.
• Ensure ITSM processes meet audit, compliance, and regulatory requirements.
• Manage ITSM product lifecycle (inception through execution/launch/landing), ensuring quality standards and compliance.
• Define CI/CD strategy with a focus on automation; deliver enhancements using agile.
• Design and implement data transforms with the Service Management Data & Analytics group.
• Manage day-to-day operations; use data/analytics to identify bottlenecks and automation opportunities.
• Oversee testing, UAT, and release management; ensure documentation, training, and release communications.

• Bachelor’s degree in a technical field.
• 6+ years as a Service Now product owner across multiple modules/capabilities (strong ITSM/ITOM focus).
• Service Now enterprise best practices.
• 4+ years product management in enterprise software; experience managing/developing teams.
• 6+ years ITSM/Service Management support in an enterprise environment.
• ITIL Foundations Certified, V4.
• Product roadmaps from conception to launch; fluency in software/systems architecture, design, and implementation.
• Agile experience; excellent written and oral communication.

• Master’s degree in a technical field.
• ITIL Foundations Certified, V5; ITIL Master Certification.

• 401(k) with matching contributions; paid vacation/holidays/personal days; paid caregiver/parental and medical leave; medical, prescription drug, dental, and vision coverage.

Hybrid (on-site ~2.5 days/week); not remote.