Director, Product Management - ServiceNow

What You'll Do

Platform Strategy & Vision

Own the end-to-end ServiceNow platform strategy, roadmap, and portfolio management across all modules and business unitsPartner with your manager to define the multi-year vision for how ServiceNow will evolve from an ITSM tool to a comprehensive enterprise service management platform leveraging the latest in AI capabilitiesEvaluate emerging ServiceNow capabilities and determine which investments will drive the greatest business valuePartner with enterprise architecture and IT leadership to ensure platform decisions align with broader technology strategyBuild business cases and secure executive buy-in for major platform initiatives and investments

Enterprise Partnership & Service Delivery

Serve as the primary product leader for ServiceNow across the enterprise, partnering with stakeholders in IT, HR, Facilities, Finance, Legal, Procurement, and other business functionsUnderstand the service delivery needs of enterprise users and translate them into a cohesive platform strategyBuild trusted relationships with executives, VPs, and business leaders to understand their operational challengesChampion a service management mindset shift across the organization-moving from disparate tools to unified service experiencesBalance competing demands from multiple business units while maintaining platform integrity and user experience consistency

ITSM & IT Helpdesk Excellence

Drive continuous improvement of core ITSM capabilities including incident, problem, change, and asset managementOptimize IT Helpdesk experiences to reduce resolution times, improve self-service adoption, and increase user satisfactionImplement modern service management best practices including knowledge-centered service, proactive monitoring, and AI-powered supportDefine and track service level metrics that demonstrate operational excellence and continuous improvement

HR Employee Service Center & Beyond

Lead the expansion of ServiceNow into HR Service Delivery, creating seamless employee experiences for onboarding, ESC, and HR case managementDesign consistent service experiences across departments while respecting the unique needs of each business functionChampion employee-centric design principles that make it easy for enterprise users to get help when they need it

Product Team Leadership

Build, mentor, and lead a high-performing team of product managers, business analysts, and product ownersCreate clarity around roles, priorities, and decision-making frameworks within your product organizationFoster a culture of data-driven decision making, customer empathy, and operational excellenceDevelop talent and create growth opportunities for team members at all levels

Platform Governance & Operations

Partner with engineering to establish governance frameworks for platform configuration, customization, and integration decisionsPartner with ServiceNow technical teams to ensure platform health, performance, and scalabilityManage stakeholder communication, user acceptance testing cycles, and release management processesDrive adoption of platform standards, best practices, and reusable componentsOversee vendor relationship with ServiceNow, including input to contract negotiations and executive business reviews

What You Bring

Required Experience

Bachelor's degree and 10 years' experience in product management. The right candidate could also have a different combination, such as a master's degree and 8 years' experience; a Ph.D. and 5 years' experience; or 14 years'experience5+ years' experience in a management or leadership roleDeep expertise in ITSM, ESM (Employee Service Management), and service delivery frameworks (ITIL, knowledge management, SLA/OLA management)Proven track record leading large-scale platform transformations in enterprise environments (3,000+ users)Experience managing complex stakeholder ecosystems with competing priorities and limited resourcesStrong background in both IT service delivery and business process automation

Technical & Domain Knowledge

Experience with managing and implementing enterprise SaaS solutionsKnowledge of service management best practices, ITIL framework, and modern support modelsFamiliarity with enterprise integrations, APIs, and platform architecture considerationsUnderstanding of governance, compliance, and security requirements in large enterprisesExperience with workflow automation, low-code/no-code platforms, and digital transformation initiatives

Leadership & Business Skills

Demonstrated ability to influence and build consensus with senior executives and cross-functional leadersStrong business acumen with ability to build ROI cases and demonstrate platform valueExcellent communication skills with ability to translate technical concepts for business audiences and business needs for technical teamsStrategic thinking combined with execution excellence-you can both set the vision and drive deliveryChange management expertise with track record of driving organizational adoption of new tools and processesBudget management experience including vendor negotiations and financial planning

Preferred Qualifications

Hands-on experience with ServiceNow platform strategy, implementation, or product ownershipDeep understanding of ServiceNow modules including ITSM, ITOM, HR Service Delivery, CSM (Customer Service Management), and emerging AI/automation capabilities (or tangible experience of coming up to speed quickly on a new platform)ServiceNow Certified System Administrator (CSA) or Certified Implementation SpecialistITIL v4 Foundation or higher certificationExperience with AI-powered service management (Virtual Agent, Predictive Intelligence, etc.)Background in management consulting, business process transformation, or enterprise architectureMBA or advanced degree in relevant field

Success in This Role Looks Like

Year One

Established trust and credibility with key business stakeholders across the enterpriseDefined clear platform vision and 3-year roadmap with executive alignmentImproved IT Helpdesk metrics including time to resolution, first contact resolution, and user satisfactionDelivered 2-3 high-impact service management improvements that demonstrate platform valueBuilt a cohesive product team with clear priorities and ways of working

Ongoing

Consistent adoption growth across both IT and non-IT service domainsMeasurable improvements in employee productivity through better service experiencesStrong NPS scores from both end users and business stakeholdersPlatform viewed as a strategic asset and enabler, not just an IT toolRegular delivery cadence with predictable releases and minimal disruptionCost optimization through consolidation of redundant tools onto ServiceNow platform

Why This Role Matters

In an enterprise of 32,000 people, the quality of internal service delivery directly impacts employee productivity, satisfaction, and our ability to execute on business objectives. ServiceNow is the connective tissue that brings together disparate services, automates manual work, and creates seamless experiences for employees across the organization. As the Director of Product Management for this critical platform, you'll have enterprise-wide impact-touching every employee, every department, and every service interaction. Your work will fundamentally change how our organization operates, freeing up thousands of hours for higher-value work and creating the service experiences our employees deserve.

Our Environment

Enterprise scale: 32,000+ users across multiple business units and geographiesComplex stakeholder landscape requiring executive-level partnership and influenceMatrixed organization requiring strong collaboration and consensus-building skillsFast-paced environment with high expectations for both strategic thinking and operational executionSignificant opportunity to drive digital transformation and modernize service delivery

USD 148,500.00 - 247,500.00 per year

Compensation:

Compensation includes a base salary in the range of $148,500.00 - $247,500.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Benefits:

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.