Group Product Manager, ServiceNow

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The Group Product Manager (GPM), ServiceNow serves as the strategic and execution leader for the enterprise ServiceNow platform. This role is accountable for defining and evolving the long-term platform vision, driving roadmap alignment, and ensuring delivery excellence across all current and future ServiceNow capabilities within the organization. The GPM connects enterprise strategy to execution, ensuring ServiceNow operates as a unified, scalable system of engagement that improves team member experience, operational efficiency, automation, AI enablement, and service delivery outcomes. This leader oversees a portfolio of ServiceNow products and modules, including, but not limited to, Employee Center Pro, IT Service Management (ITSM), IT Operations Management (ITOM), HR Service Delivery (HRSD), Care Team Operations, Knowledge Management, and Now Assist, while maintaining flexibility to expand the platform footprint as enterprise needs evolve. Operating at both strategic and operational levels, the GPM aligns executive priorities to disciplined product execution, ensuring measurable business value, strong governance, and continuous platform maturity.

Responsibilities

• Define and execute the multi-year ServiceNow platform strategy aligned to enterprise digital transformation goals.
• Establish ServiceNow as the enterprise system of engagement for team member and operational workflows.
• Ensure product investments maximize platform capabilities rather than duplicating functionality across systems.
• Drive AI-enabled service strategy leveraging Now Assist across appropriate workflows
• Own and oversee multiple ServiceNow product roadmaps (Employee Center Pro, ITSM, ITOM, HRSD, Care Team Operations, Knowledge, Now Assist)
• Align cross-functional roadmaps into one cohesive platform strategy.
• Lead enterprise prioritization based on measurable value, risk, compliance, and operational impact.
• Manage cross-module dependencies, integrations, and sequencing.
• Ensure backlog readiness, sprint discipline, and predictable delivery outcomes across multiple product teams.
• Partner with Engineering, Architecture, Infrastructure, and Security to deliver scalable, secure, high-performing solutions.
• Drive maturity in CMDB governance, service mapping, automation, and platform health.
• Identify risks early and communicate transparently to executive leadership.
• Ensure adoption, training alignment, and change management are built into roadmap execution.
• Define responsible AI use cases within ServiceNow leveraging Now Assist.
• Ensure AI governance, compliance, and measurable productivity gains.
• Partner with enterprise AI governance bodies to align standards and guardrails.
• Lead and mentor Product Managers, Product Owners, Business Analysts, and Scrum Masters supporting ServiceNow.
• Build scalable product management frameworks across intake, prioritization, and metrics.
• Create a high-accountability, high-performance culture focused on outcomes.
• Mature the ServiceNow operating model from project-based to product-based delivery.
• Serve as the executive-facing product leader for ServiceNow.
• Communicate roadmap progress, KPIs, risks, ROI, and adoption metrics.
• Partner with HR, Infrastructure, Security, Operations, and Business stakeholders to ensure alignment.
• Manage ServiceNow vendor relationship including roadmap alignment, licensing optimization, and upgrade strategy.
• Define, establish, and track KPIs that measure platform performance, adoption, operational efficiency, and business impact, including case deflection and self-service adoption, incident resolution time, operational uptime and event reduction, HR case cycle time, automation savings, productivity gains, and AI adoption and performance metrics.
• Ensure compliance with enterprise governance standards, ITIL frameworks, security requirements, and audit controls.
• Oversee platform upgrades, release planning, lifecycle management, and reduction of technical debt to maintain platform health and scalability.
• Drive continuous improvement through data-driven insights, ensuring measurable return on investment and sustained platform maturity.

Required

• Bachelor’s degree in Business, Computer Science, Information Systems, or related field (or equivalent experience).
• 8+ years of product management, enterprise platform ownership, or large-scale program leadership experience.
• 4+ years leading cross-functional product or delivery teams in a matrixed enterprise environment.
• Proven experience owning, scaling, or maturing ServiceNow at the enterprise level.
• Strong functional understanding of ITSM, ITOM, HRSD, Employee Center Pro, Knowledge Management, and AI-enabled workflows such as Now Assist.
• Certified ServiceNow Administrator (CSA) required.
• Strong technical fluency in integrations, APIs, authentication protocols, data architecture, and enterprise system design.
• Experience working within Agile delivery models including Scrum, Kanban, or SAFe.
• Demonstrated executive communication, stakeholder alignment, and influence skills.
• Deep understanding of ITIL and enterprise service management best practices.

Preferred

• ServiceNow Certified Implementation Specialist (ITSM, HRSD, ITOM, or equivalent).
• Experience implementing AI capabilities within enterprise SaaS platforms.
• Experience scaling CMDB maturity and automation frameworks.
• Master’s degree in Business or Technology preferred.
• Experience in healthcare or multi-location enterprise organizations preferred.

Knowledge/Skills/Abilities

• Enterprise platform mindset (thinks horizontally, not in modules).
• Strong prioritization discipline grounded in business value.
• Financial acumen including license optimization and ROI tracking.
• Ability to influence across HR, IT, Operations, and executive leadership.
• Comfortable operating in complex, regulated environments.
• Strategic thinker who can zoom in and zoom out effectively.
• Strong change management awareness.

Benefits

• Medical, dental, and vision insurance
• Paid time off
• Tuition Reimbursement
• 401K
• Paid time to volunteer in your local community

Compensation Information

$169,000.00-$227,000.00 / Annually

PDS Health is an Equal Opportunity Employer. We celebrate diversity and are united in our mission to create healthier and happier team members.